Senior Officer, Call Center

Job Description

Title: Senior Officer, Call Center

Company Name: bKash Ltd.

Vacancy: 4

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ 2 to 4 year(s)
∎ The applicants should have experience in the following area(s): Call Centre Supervision/ Management
∎ The applicants should have experience in the following business area(s): Banks, Call Center, Cellular Phone Operator, E-commerce

Job Responsibilities:
∎ Ensure Shift wise KPI [Service Level] through people, process & performance management.
∎ Ensure Agent availability through efficient agent distribution/ roster plan.
∎ Coordinate with relevant stake holders to ensure smooth Operations.
∎ Ensure team members performance by monitoring KPI's and review call agent's evaluated calls.
∎ Live Call Monitoring.
∎ Using problem-solving skills to handle difficult or irate clients and resolve conflicts.
∎ Escalate Business Critical Issues to relevant Stake Holders.
∎ Prepare and share shift performance report to management.
∎ Ensure Customer Excellence through Insight Management.
∎ Maintain compliance as per company policies & procedures.
∎ Report Fraud attempts in market.

Additional Requirements:
∎ Will have to work in Shifts
∎ 1 year experience as Team Leader is preferred.
∎ Skill in dealing Sales Channel Partners or their call center will be an additional qualification.
∎ Banking experience is preferred but not mandatory.
∎ Call Center operational knowledge.
∎ Team management skills.
∎ Self-initiated learning orientation.
∎ High degree of personal initiative and achievement motivation, setting personal standards of excellence.
∎ Excellent Communication skill specially ability to listen, understand and respond appropriately when interacting with individuals/groups.
∎ Time management aptitude is essential.
∎ Ability to maintain attention and complete assignments in time despite frequent stressful, emergency critical or unusual interruption.

Salary: Negotiable

Application Deadline: January 15, 2020

Company Information:
∎ bKash Ltd.
∎ Address : Shadhinata Tower, 1, Bir Sreshtha Shaheed Jahangir Gate, Dhaka Cantonment, Dhaka-1206
∎ Web : www.bkash.com
∎ Business : Mobile financial service

Category: Customer Support/Call Centre