Supervisor (Operations & QA) - Contact Centre

Job Description

Title: Supervisor (Operations & QA) - Contact Centre

Company Name: Mutual Trust Bank Ltd.

Vacancy: Not specific

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline, Masters degree in any discipline

Experience Requirements:
∎ At least 2 year(s)

Job Responsibilities:
∎ Making sure that calls are answered by agents within agreed upon time scales and in an appropriate manner
∎ Organizing staffing; including shift patterns and the number of staff required to meet demand
∎ Keeping track of attendance, daily statistics, sick time, etc.
∎ Handling the most complex customer complaints or enquiries
∎ Ensuring customers' problems are resolved efficiently and effectively
∎ Ensuring the contact centre procedures are followed correctly
∎ Running regular staff meetings with team(s)
∎ Meeting targets assigned by the Head of Contact Centre (HoCC)
∎ Designing & implementing a monthly performance tracking scheme
∎ Conducting gap analysis through recorded calls and perform training need assessments
∎ Early dispute resolution by thorough investigation, referring to the recorded calls and in coordination with other departments as per requirement
∎ Designing and implementing action plan for development and improvisation of the customer service executives (CSEs)
∎ Training new customer service executives (CSEs)
∎ Implementing quality assurance evaluation system to gauge performance of the CSEs
∎ Ensuring quality of service through individual feed back to the CSEs
∎ Coordinating with supervisors about the team members' performances
∎ Ensuring proper and smooth flow of information within the contact centre
∎ Call evaluations and feedback on courtesy and accuracy levels of CSEs for KPI
∎ Daily and monthly counseling of CSEs
∎ Ensuring the quality of contact centre is ever improving

Additional Requirements:
∎ Both males and females are allowed to apply
∎ 2 years relevant experience in contact centre (banking)
∎ Master/Bachelor degree holder
∎ Effective people handling skills
∎ Exceptional communication and interpersonal Skills
∎ Result driven
∎ Role model customer service professional profile
∎ Absolute knowledge of local as well as international contact centre market trends
∎ Stress management
∎ Time management

Salary: Negotiable

Application Deadline: 4 Mar 2021

Company Information:
∎ 25 Feb 2021
∎ Mutual Trust Bank Ltd.
∎ Address : www.mutualtrustbank.com
∎ Web : www.mutualtrustbank.com
∎ Business : Private Commercial Bank

Category: Bank/Non-Bank Fin. Institution

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Source: bdjobs.com

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