Manager, Call Center - (SPO-AVP)

Job Description

Title: Manager, Call Center - (SPO-AVP)

Company Name: Trust Bank Ltd.

Vacancy: Not specific

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline
∎ Masters / Bachelor's degree or related subject from reputed university with satisfactory academic track record.

Experience Requirements:
∎ At least 8 year(s)
∎ The applicants should have experience in the following area(s): Call Center Operation, Call Centre Supervision/ Management

Job Responsibilities:
∎ Problem-solving and conflict resolution and Helping call agents with challenging customer service issues.
∎ Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
∎ Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
∎ Train, coach, and lead call center representatives as they provide support for customers.
∎ Evaluate performance with key metrics (accuracy, call-waiting time etc.)
∎ Develop objectives for the call center’s day-to-day activities.
∎ Prepare reports for different departments or upper management when Required.
∎ Ensure customer complaint investigation in detail and perhaps provide feedback within time frame allowed by TAT (Turnaround Time)
∎ Ensure the highest level of customer retention.
∎ Handle Customer feedback and complaints efficiently and keep acceptable service level.
∎ Maintain a strong working relationship with the team and cross-functional teams for smooth operations.

Additional Requirements:
∎ Age 25 to 45 years
∎ At least 8 years in service management and of which at least 5 years in call center.
∎ Should have experience in related fields.
∎ Analytical abilities.
∎ Organizational and multitasking skills.
∎ Strong leadership skills.
∎ Ensure Service Quality.
∎ Follow within organization’s policy as well as regulator’s guidelines
∎ Proficient in MS Office and call center equipment/software programs
∎ Proven communication and interpersonal skills

Job Source: Online Job Posting.

Application Deadline: 25 Jan 2023

Company Information:
∎ 15 Jan 2023
∎ Trust Bank Ltd.
∎ Address : Shadhinata Tower (8th Floor), Shaheed Jahangir Gate, Dhaka Cantonment, Dhaka-1206
∎ Business : Bank

Category: Bank/Non-Bank Fin. Institution


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