Job Description
Title: Manager/Senior Manager, Call Centre
Company Name: Synesis IT
Vacancy: 1
Location: Dhaka (Kawran Bazar)
Minimum Salary: Negotiable
Experience:
∎ At least 7 years
∎ The applicants should have experience in the following business area(s):Call Center
Published: 19 Mar 2025
Education:
∎ Bachelor of Business Administration (BBA), Master of Business Administration (MBA)
Requirements:
Responsibilities & Context:
∎ Develop and execute a comprehensive Call Centre strategy aligned with business goals and customer service excellence.
∎ Establish and manage the annual budget of all the Call Centres, monitor expenses to ensure efficient allocation of resources ensuring cost-effectiveness while maintaining service quality.
∎ Oversee workforce planning, forecasting, and scheduling to ensure optimal coverage and performance.
∎ Develop and implement strategies for enhancing both B2B (business-to-business) and B2C (business-to-consumer) communications.
∎ Build strong relationships with key business partners, ensuring effective communication and service delivery.
∎ Monitor customer feedback and business client satisfaction, implementing improvements as necessary.
∎ Contribute to the development of customer service policies and procedures.
∎ Oversee day-to-day call centers operations, ensuring smooth workflow and high productivity.
∎ Forecast call volumes and resource requirements to ensure efficient staffing.
∎ Analyze customer interactions and feedback to identify areas for service enhancement.
∎ Continuously improve processes to reduce call waiting times and improve resolution rates.
∎ Recruit, train, and develop a high-performing call Centre team.
∎ Develop and implement a robust training and development program for Call Centre staff to enhance their skills, product knowledge, and customer service capabilities.
∎ Manage a team of Call Centre supervisors, ensuring they effectively lead their teams and meet performance targets.
∎ Provide ongoing coaching and mentorship to supervisors, helping them develop leadership skills and achieve team goals.
∎ Generate and analyze operational reports, providing insights into key metrics such as call volumes, service levels, response times, and customer satisfaction.
∎ Develop and execute a comprehensive Call Centre strategy aligned with business goals and customer service excellence.
∎ Establish and manage the annual budget of all the Call Centres, monitor expenses to ensure efficient allocation of resources ensuring cost-effectiveness while maintaining service quality.
∎ Oversee workforce planning, forecasting, and scheduling to ensure optimal coverage and performance.
∎ Develop and implement strategies for enhancing both B2B (business-to-business) and B2C (business-to-consumer) communications.
∎ Build strong relationships with key business partners, ensuring effective communication and service delivery.
∎ Monitor customer feedback and business client satisfaction, implementing improvements as necessary.
∎ Contribute to the development of customer service policies and procedures.
∎ Oversee day-to-day call centers operations, ensuring smooth workflow and high productivity.
∎ Forecast call volumes and resource requirements to ensure efficient staffing.
∎ Analyze customer interactions and feedback to identify areas for service enhancement.
∎ Continuously improve processes to reduce call waiting times and improve resolution rates.
∎ Recruit, train, and develop a high-performing call Centre team.
∎ Develop and implement a robust training and development program for Call Centre staff to enhance their skills, product knowledge, and customer service capabilities.
∎ Manage a team of Call Centre supervisors, ensuring they effectively lead their teams and meet performance targets.
∎ Provide ongoing coaching and mentorship to supervisors, helping them develop leadership skills and achieve team goals.
∎ Generate and analyze operational reports, providing insights into key metrics such as call volumes, service levels, response times, and customer satisfaction.
∎
Skills & Expertise:
Compensation & Other Benefits:
∎ Weekly 2 holidays, Insurance, Medical allowance, Profit share
∎ Salary Review: Yearly
∎ Festival Bonus: 2
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (Kawran Bazar)
Job Highlights:
∎ Seeking a Call Center Operations Leader with 7+ years’ experience in managing teams, optimizing KPIs (SLA, CSAT, AHT, FCR), and driving customer engagement. Strong leadership, decision-making, and workforce management skills required.
Company Information:
∎ Synesis IT
∎ ICT Incubator, Level 3, BDBL Building (Formerly BSRS Bhaban), 12 Kawran Bazar, Dhaka-1215
∎ Synesis IT Ltd., one of the leading information technology company of Bangladesh, offers broad spectrum of service portfolio in the domain of IT consultancy, enterprise applications, software development, infrastructure management, IT enabled services and outsourcing to help its clients worldwide to improve their business performance.
Address::
∎ ICT Incubator, Level 3, BDBL Building (Formerly BSRS Bhaban), 12 Kawran Bazar, Dhaka-1215
∎ Synesis IT Ltd., one of the leading information technology company of Bangladesh, offers broad spectrum of service portfolio in the domain of IT consultancy, enterprise applications, software development, infrastructure management, IT enabled services and outsourcing to help its clients worldwide to improve their business performance.
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 23 Mar 2025
Category: Customer Support/Call Centre
