Supervisor, Call Centre

Job Description

Title: Supervisor, Call Centre

Company Name: BRAC Bank Limited

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Masters/Bachelor's degree in any discipline from reputed universities, with satisfactory academic track record.

Experience Requirements:
∎ At least 3 year(s)

Job Responsibilities:
∎ Assist in the setting targets for individuals and teams;
∎ Be available to support call centre agents, whenever required, including taking escalated calls;
∎ Responsible for real-time monitoring of the floor to ensure expected level of service through proper management of break plan, call-handling times and others;
∎ Have the ability to coach, train and motivate the employees and evaluate their performance on a daily, weekly and monthly basis;
∎ Responsible to minimize risks through adhering to proper process, policies and records;
∎ Ability to suggest methods to improve area of operations, efficiency and services for both internal and external customers;
∎ Assists the manager with daily operation of the call centre including staffing, training, scheduling and others;
∎ Responsible to work with stakeholders to maximize customer satisfaction.

Additional Requirements:
∎ Minimum 3 years' of experience in Call Centre.
∎ Passionate about customer service.
∎ Adequate knowledge on product, process and system.
∎ Extrovert personality with good communication, interpersonal and negotiation skills.
∎ Strong command over Microsoft Word, Excel and PowerPoint.

Application Deadline: September 12, 2019

Company Information:
∎ 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