Supervisor, Call Center

Job Description

Title: Supervisor, Call Center

Company Name: BRAC Bank PLC

Vacancy: --

Location: Anywhere in Bangladesh

Experience:
∎ At least 2 years

Published: 7 Oct 2024

Education:
∎ Four-year graduation in any discipline from any UGC-approved or accredited foreign university

Requirements:

Additional Requirements:
∎ Minimum two years of working experience with Call Center field
∎ Pro-active, problem solver, positive attitude and customer centric mindset
∎ Having good command in presentation and negotiating skills
∎ Ability to maintain a team
∎ Having good interpersonal and management skill
∎ Having basic computer knowledge with MS Office (must have good expertise on Excel & PowerPoint)
∎ Previous Banking customer service-related experience with voice & non-voice channel will be an added advantage
∎ Proficient in customer centricity, self-propelled, and capability to meet deadlines
∎ Minimum two years of working experience with Call Center field
∎ Pro-active, problem solver, positive attitude and customer centric mindset
∎ Having good command in presentation and negotiating skills
∎ Ability to maintain a team
∎ Having good interpersonal and management skill
∎ Having basic computer knowledge with MS Office (must have good expertise on Excel & PowerPoint)
∎ Previous Banking customer service-related experience with voice & non-voice channel will be an added advantage
∎ Proficient in customer centricity, self-propelled, and capability to meet deadlines

Responsibilities & Context:
∎ Having a positive mindset and ability to lead a team
∎ Provides daily direction and communication to the frontline staffs so that calls are answered in a timely, effectively and efficient manner
∎ Responsible for Real Time Monitoring of the floor to ensure expected Service Level by proper management of KPI
∎ Responsible to support Call Center frontline staffs when required including taking escalated calls
∎ Responsible to monitor individual agent call and performance on a daily/weekly and monthly basis. Also responsible to give performance reviews/feedback for improvement.
∎ Assists the manager with daily operation of the Call Center including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs
∎ Manage the team with strong operational risk culture and ensure adherence to all internal and external policies and procedures
∎ Responsible for the readiness of all proper documentations for audit trial
∎ Responsible to adhere to guidelines on process, policies and as per code of conduct
∎ Responsible to contribute to business by generating business leads, relationship management and campaign designed by product team
∎ BRAC Bank, a leading sustainable bank in Bangladesh, is committed to becoming the best bank in the country. It has pioneered SME Banking in Bangladesh and offers a comprehensive range of banking services to individuals and business entities. BRAC Bank stands out as a beacon of financial inclusion with solid financials, top credit ratings, and numerous accolades.
∎ The bank is currently looking for an ambitious, intelligent, goal-oriented and enthusiastic individual for the following position in its Alternate Banking Channels Division:
∎ KEY RESPONSIBILITIES:
∎ Having a positive mindset and ability to lead a team
∎ Provides daily direction and communication to the frontline staffs so that calls are answered in a timely, effectively and efficient manner
∎ Responsible for Real Time Monitoring of the floor to ensure expected Service Level by proper management of KPI
∎ Responsible to support Call Center frontline staffs when required including taking escalated calls
∎ Responsible to monitor individual agent call and performance on a daily/weekly and monthly basis. Also responsible to give performance reviews/feedback for improvement.
∎ Assists the manager with daily operation of the Call Center including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs
∎ Manage the team with strong operational risk culture and ensure adherence to all internal and external policies and procedures
∎ Responsible for the readiness of all proper documentations for audit trial
∎ Responsible to adhere to guidelines on process, policies and as per code of conduct
∎ Responsible to contribute to business by generating business leads, relationship management and campaign designed by product team

Employment Status: Full Time

Job Location: Anywhere in Bangladesh

Read Before Apply:

BRAC Bank is a values-driven organization that protects all its stakeholders, including the coworkers and the community we work in, from harassment, abuse, neglect, exploitation, and discrimination. As an equal opportunity enabler, BRAC Bank encourages applications from any gender-diverse individuals and persons living with a disability. We consider personal persuasion to be a disqualification of candidature.

If you want to take up the challenge, please 'Apply Online'.

Apply Online

Only shortlisted candidates will be contacted for the next stage as part of the recruitment process. BRAC Bank reserves the right to accept or reject any application without providing a reason, whatever.

BRAC Bank does not charge any fees at any stage of the recruitment process.

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Apply Procedure:

Company Information:
∎ BRAC Bank PLC
∎ Anik Tower (Level-9), 220/B, Tejgaon Gulshan Link Road, Dhaka-1208
∎ BRAC Bank is one of the top sustainable banks in Bangladesh. Established with a view to financial inclusion, BRAC Bank is the pioneer of SME Banking in Bangladesh, delivering a full array of banking services to individuals and business entities. Its strong financials, along with the best credit rating from the top global and local rating agencies and numerous recognitions, speak of the bank`s aspiration towards becoming the best bank in the country.

Address::
∎ Anik Tower (Level-9), 220/B, Tejgaon Gulshan Link Road, Dhaka-1208
∎ BRAC Bank is one of the top sustainable banks in Bangladesh. Established with a view to financial inclusion, BRAC Bank is the pioneer of SME Banking in Bangladesh, delivering a full array of banking services to individuals and business entities. Its strong financials, along with the best credit rating from the top global and local rating agencies and numerous recognitions, speak of the bank`s aspiration towards becoming the best bank in the country.

Application Deadline: 17 Oct 2024

Category: Bank/Non-Bank Fin. Institution