Manager, Operations

Job Description

Title: Manager, Operations

Company Name: MY Outsourcing Ltd.

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time, Contractual

Educational Requirements:
∎ Bachelor of Business Administration (BBA)
∎ Graduate in any discipline from a renowned University.
∎ Renowned private university graduates are preferable.
∎ Skills Required: Excel Expert, Excellent Presentation Skills, Telecommunication Service

Experience Requirements:
∎ 7 to 10 year(s)
∎ The applicants should have experience in the following area(s): Call Center Management, Call Center Operation, Call Centre Supervision/ Management, Call centre training, QC (Quality Control) of Customer Service
∎ The applicants should have experience in the following business area(s): Call Center

Job Responsibilities:
∎ Handle the overall operational activities and call center projects of the organization. Analyse and prepare plans for operational executions and complete the projects successfully with maximum possible result.
∎ To plan and execute of operational activities
∎ Handle all the operational activities and daily basis requirements
∎ Reporting analysis for improvement
∎ Fulfill targets successfully
∎ Handle and solve daily operational crisis
∎ Sense of responsibility and Achieve the targets
∎ Analytic skill and working ability for team development
∎ Quality assure of the team regarding their daily task and call
∎ Monitor a team and work for their development, daily work, reporting, discipline and train them when needed
∎ Good command in Microsoft office and CRM software specially excel for daily reporting
∎ Developed competencies required for service oriented and result focus
∎ Intention to complete targets and given responsibilities and provide extra time if needed.
∎ Coordinate activities that affect operational decisions, business strategies and responsible for planning of daily operations.
∎ Communicates with all relevant employees to ensure necessary business project delivery times are met.
∎ Continuously develop, adapt, and update standard operating procedures for various areas of fulfillment.
∎ Responsible for ensuring accounts receivables from partners are reconciled.
∎ Collect data, analyze, and report to leadership.
∎ Mentor the team members, organize and support the continuous development of skills to train the new recruits in line with organizational culture and integral workflow.
∎ Initiate & lead new projects to improve the processes to provide better customer support.
∎ Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
∎ Plan, schedule, and review workload and manpower to make sure targets are being met on a cost-effective basis
∎ Ensure smooth operations of various activations for client companies.
∎ Operational planning, monitoring the KPI achievement, identifying new opportunity, business growth, and controlling risks.
∎ Communicating and maintaining relationships with clients
∎ Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity
∎ Actively pursue strategic and operational objectives.
∎ Maintain accurate records and document all customer service activities and discussions.
∎ Stay informed on the latest industry techniques and methods.
∎ Work closely with other departments as needed.
∎ Any other task given by the management

Additional Requirements:
∎ Age 30 to 45 years
∎ Only males are allowed to apply
∎ Must have experience in the same area or position in work for at least 2 years
∎ Experience in telecommunication and call center operations/management is preferable
∎ BPO Industries, Business Process Outsourcing, Customer Relationship Management (CRM), Data Analysis, Excellent leadership and interpersonal skills, Good presentation skill is required
∎ Good grab in excel is mandatory
∎ Excellent communication skill and demonstrate good listening skills
∎ Self motivated and willing to work for longer period and any time in the day
∎ Flexibility to work till late and over night
∎ Must have good communication skill in bangla and english with proper accent
∎ Good computer skill is required with good typing skill
∎ Good reading and writing skill in both bangla and english
∎ Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service.
∎ Applicants have to be smart, energetic and good communication skill
∎ Must be smart enough to handle any difficult situation that may rise during maintaining a team.

Salary: Negotiable

Compensation & Other Benefits:
∎ Two festival bonus.
∎ Others as per company policy.

Job Source: Online Job Posting.

Application Deadline: 17 Dec 2021

Company Information:
∎ 18 Nov 2021
∎ MY Outsourcing Ltd.
∎ Address : House-37, Flat-A4, Road-27, Block-A, Banani, Dhaka
∎ Web :
∎ Business : Contact Center and BPO Outsourcing

Category: Customer Support/Call Centre

: Please submit your updated CV with attached photo.

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