Job Description
Title: Project Assistant (Call Center Representative)
Company Name: BRAC Institute of Governance and Development (BIGD), BRAC University
Vacancy: 02
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ A graduate with a minimum of four years of bachelor's degree from any discipline from any reputed university in Bangladesh.
Job Context:
∎ Organizational Profile
∎ BRAC Institute of Governance and Development (BIGD), Brac University is a research and development institute that was established in 2013 in Dhaka, Bangladesh. The institute aims to promote sustainable economic and social development in Bangladesh and the South Asian region through research, policy advocacy, and capacity building.
∎ BIGD has a team of experienced researchers, practitioners, and professionals who bring a wealth of expertise and knowledge to the institute`s work. The institute also collaborates with leading international institutions and universities to undertake joint research and capacity building activities.
∎ In addition to its research and capacity-building activities, BIGD also engages in advocacy and outreach activities to promote evidence-based policy-making and public discourse on key development issues. The institute organizes seminars, workshops, and conferences to bring together stakeholders from government, civil society, and academia to discuss and debate key development challenges facing Bangladesh and the region.
∎ Project Background
∎ BIGD, University of Washington, and Columbia University undertook a research initiative where they will be experimentally investigating to what extent information and search frictions in the labor market of Bangladesh contribute to inefficient matching between workers and firms, and how these frictions interact with gender. The research initiative will implement a randomized controlled trial (RCT) with men and women who have recently began working in Bangladesh`s garment sector. It will provide information about job characteristics (wages and working conditions), job openings, or both, and then assess the impact of the interventions on outcomes such as their beliefs about working conditions and wages in the garments sector, job search activity, and employment outcomes.
∎ In order to disseminate the information about job characteristics (wages and working conditions), job openings, or both, a toll-free phone number is to be set up via a call center so that workers can call to receive the same information by phone.
∎ About the Job
∎ Number of months in operation : 6 (may be extended)
Job Responsibilities:
∎ Number of hours operational per day: Garment workers are the caller to the hotline, so the hotline will be active from 2:00 PM-10:00 PM (Saturday-Thursday) and 9:00 AM-5:00 PM (Friday). The weekly holiday will be 1 (one), except Friday.
∎ The PAs are responsible to respond to calls and messages sent by the callers (workers) and provide necessary information sought by the workers from the information database within working hours. The operators will call back to the callers in response to the call, missed calls, and messages from the workers. BIGD will bear the expenses for all incoming and outgoing calls.
∎ The operator will need to follow a separate script for each caller group (there are three caller groups) while providing information.
∎ During providing information the PAs will be responsible to record the necessary information such as phone number, call date and time, call duration, and the type of information sought by the callers. The recorded calls will be stored in a cloud and shared with BIGD on a regular basis.
∎ Prior to commencing their duties, the PAs will participate in a series of training sessions covering call center protocols including their duties and responsibilities.
∎ The PAs must comply with other important tasks allocated by BIGD.
Additional Requirements:
∎ Proficient in Microsoft Word and Microsoft Excel.
∎ Well-mannered and skilled in communication in both Bangla and English.
∎ Aged less than 30 years. Experience in call center/providing hotline or related services for at least one year will be preferable.
∎ Eligibility:
∎ BIGD will recruit an individual having the right to work in Bangladesh. BIGD recognizes all the values that are brought to the organization by the diverse community in terms of experience, skills, talent, and cultural perspectives. The organization is committed to building an environment and culture where all staff feel valued, respected and fairly treated in workplace. BIGD is also committed to providing equal opportunities to all current and prospective staffs without any discrimination on the grounds of religion, ethnicity, age, sexual orientation, citizenship, medical condition (with certain exceptions based on job role), class, caste, disability, location, pregnancy, or parenthood.
∎ BIGD's commitment to equal opportunity covers all aspects of employment, including but not limited to recruitment, selection, compensation, promotion, professional development, termination, and participation in BIGD-sponsored employee activities.
Salary: Negotiable
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 20 Aug 2023
Company Information:
∎ 10 Aug 2023
∎ BRAC Institute of Governance and Development (BIGD), BRAC University
∎ Address : SK Centre, GP, Ja-4, TB Gate, Mohakhali Dhaka 1212, Bangladesh
Category: Customer Support/Call Centre
:
