Manager, Contact Centre
Job Description
Title: Manager, Contact Centre
Company Name: A reputed private commercial bank
Vacancy: --
Location: Dhaka
Experience:
∎ At least 5 years
∎ The applicants should have experience in the following business area(s):Banks
Published: 16 Feb 2025
Education:
∎ Bachelor/Honors
∎ Must graduate from any reputed UGC approved University. No 3rd division is allowed.
∎ At least 5 tears experience of Managing Contact Centre
∎ Must graduate from any reputed UGC approved University. No 3rd division is allowed.
∎ At least 5 tears experience of Managing Contact Centre
Requirements:
Additional Requirements:
∎ Proven experience in managing a Contact Centre or customer service operations.
∎ Strong leadership, people management, and performance-driven mindset.
∎ Proficiency in workforce planning, analytics, and reporting.
∎ Excellent problem-solving skills and ability to drive process improvements.
∎ Strong communication and stakeholder management skills.
∎ Proven experience in managing a Contact Centre or customer service operations.
∎ Strong leadership, people management, and performance-driven mindset.
∎ Proficiency in workforce planning, analytics, and reporting.
∎ Excellent problem-solving skills and ability to drive process improvements.
∎ Strong communication and stakeholder management skills.
Responsibilities & Context:
∎ Oversee daily Contact Centre operations, ensuring SLA compliance, service quality, and efficiency improvements.
∎ Manage workforce planning, leave administration, and shift scheduling to balance staffing levels with business demands.
∎ Monitor individual, team, and overall Contact Centre performance, identifying trends, addressing challenges, and driving continuous improvement.
∎ Compile and analyze performance data to prepare Monthly KPI Reports for Customer Service Executives (CSEs).
∎ Conduct annual performance appraisals for Inbound, Outbound, and Operations Support Team Leaders/Supervisors.
∎ Enhance operational effectiveness through process improvements, performance benchmarks, and key target setting.
∎ Coach, motivate, and retain CSEs by fostering a high-performance culture, providing training, and ensuring support.
∎ Conduct regular call monitoring to assess service quality, reduce errors, and improve customer experience.
∎ Maintain and analyze operational metrics, user statistics, and performance reports to support strategic decision-making.
∎ The Contact Centre Manager is responsible for leading and optimizing the overall operations of the Contact Centre. This role ensures high service standards, efficient resource management, and strategic implementation of Contact Centre initiatives to enhance customer experience and operational effectiveness.
∎ Oversee daily Contact Centre operations, ensuring SLA compliance, service quality, and efficiency improvements.
∎ Manage workforce planning, leave administration, and shift scheduling to balance staffing levels with business demands.
∎ Monitor individual, team, and overall Contact Centre performance, identifying trends, addressing challenges, and driving continuous improvement.
∎ Compile and analyze performance data to prepare Monthly KPI Reports for Customer Service Executives (CSEs).
∎ Conduct annual performance appraisals for Inbound, Outbound, and Operations Support Team Leaders/Supervisors.
∎ Enhance operational effectiveness through process improvements, performance benchmarks, and key target setting.
∎ Coach, motivate, and retain CSEs by fostering a high-performance culture, providing training, and ensuring support.
∎ Conduct regular call monitoring to assess service quality, reduce errors, and improve customer experience.
∎ Maintain and analyze operational metrics, user statistics, and performance reports to support strategic decision-making.
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka
Company Information:
∎ A reputed private commercial bank
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 24 Feb 2025
Category: Bank/Non-Bank Fin. Institution
