Senior Manager/AGM (Contact Center Operations)
Job Description
Title: Senior Manager/AGM (Contact Center Operations)
Company Name: Genex Infosys Limited
Vacancy: 01
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
Experience Requirements:
∎ 8 to 10 year(s)
∎ The applicants should have experience in the following area(s):
BPO Industries, Contact Center, Telecommunication
Job Responsibilities:
∎ Responsible for aligning his operations / team to the organizational goals & supporting cross departments in ensuring efficiency & optimization where possible.
∎ Has to own client critical metrics & lead the operations to service excellence.
∎ Assist hiring, support training, and ensure coaching, and leading the team as they provide support for customers.
∎ Leading team meetings, educating and coaching downlines regarding processes and practices, and setting organization expectations to employees.
∎ Assisting other management team members in identifying trends and establishing call center goals.
∎ Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
∎ Preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
∎ Taking on other tasks or projects to support employees, other managers, and call center operations.
Additional Requirements:
∎ Age 32 to 45 years
∎ Proven experience of managing a contact centre operations, backoffice and first line managers.
∎ Moderate knowledge about OTT and social media platforms
∎ Flexible in duty hours (Shifting)
∎ Excellent in communication, management, interpersonal and leadership skills.
∎ Should have ability to put in extra effort and time as necessary to meet deadlines.
Salary: Negotiable
Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Weekly 2 holidays, Gratuity
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 30 Mar 2022
Company Information:
∎ 28 Feb 2022
∎ Genex Infosys Limited
∎ Address : Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ Web : www.genexinfosys.com
∎ Business : Leading IT company trusted by global brands
Category: Customer Support/Call Centre
