Senior Manager, Call Centre
Job Description
Title: Senior Manager, Call Centre
Company Name: BRAC Bank Limited
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Graduate from a reputed institution;
Experience Requirements:
∎ At least 8 year(s)
Job Responsibilities:
∎ Develop the quality management strategy and maintains a quality plan for the call centre operations including quality standards, monitoring, coaching, performance assessment and improvement actions;
∎ Ensure quality reviews are conducted and analyze the evaluations to identify trends and opportunities to improve the overall performance;
∎ Accountable for the efficiency and effectiveness of quality assurance within the team by ensuring quality standards are in line with given internal and external guidelines;
∎ Prepare monthly performance scorecards, analyze performance trends and assists employees with problems concerning "how to" perform specific tasks related to their position
∎ Responsible for all training preparation (orientation, on-the-job, refresher etc.), facilitation and completion including materials and classroom set-up;
∎ Identify and assess future and current training needs through job analysis;
∎ Monitor quality checks on executed and non-executed customer requests, complaints and operational TAT;
∎ Responsible for ensuring a risk culture that supports the Bank's strategy and philosophy for risk management.
Additional Requirements:
∎ Minimum of 8 years of experience with at least 3 years in a people management role;
∎ Must exhibit strong presentation and interpersonal skills with demonstrated proficiency in communication;
∎ Displays high initiative and requires minimal supervision and direction;
∎ Comfortable with constant change, able to methodically work through complex problems, set priorities, and execute on commitments;
∎ Ability to lead a dynamic team independently
∎ Proficient in customer centricity, team player and keen to develop others
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 10 Jul 2021
Company Information:
∎ 28 Jun 2021
∎ BRAC Bank Limited
∎ Business : BRAC Bank Limited, pioneer in SME Banking, delivers a full array of banking services to individuals as well as business entities. With a network of 184 Branches, over 460 ATMs, 448 SME Unit Offices and 229 remittance delivery points, the Bank has unmatched reach to provide a comprehensive range of solutions to serve millions.
Category: Bank/Non-Bank Fin. Institution
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