Assistant Manager, Contact Center Operations

Genex Infosys Limited

স্থানঃ Dhaka আবেদনের শেষ তারিখঃ Apr 7th 20

পোস্ট করা হয়েছেঃ 2020-03-16T00:00:00+06:00

আবেদনের শেষ তারিখঃ 2020-04-07T00:00:00+06:00

বেতনঃ Negotiable

কাজের ধরনঃ Full-time

নিয়োগ দেয়া হবে

2 জন

বিবরণ

The Asst. Manager, Contact Center Operations would be expected to ensure the operations delivers the required performance, being committed to delivering a great customer contact experience via multiple contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, Correspondence. S/He will ensure that through the team, customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any sales enquiries, identify up sell, cross sell and get it right first time.

যোগ্যতা

  • Bachelor of Science (BSc)

দায়িত্ব

  • 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.

আবশ্যক

  • Bachelor of Science (BSc)
  • 3 to 5 year(s)
  • The applicants should have experience in the following area(s):
  • BPO, Call Center, Telecommunication
  • The applicants should have experience in the following business area(s):
  • Call Center, Telecommunication
  • Age 30 to 40 years
  • Proven experience of managing a contact centre operations, backoffice and first line managers.
  • Able to develop and nurture improved performance across sales and service.
  • Excellent in communication, management, interpersonal and leadership skills.
  • Should have ability to put in extra effort and time as necessary to meet deadlines.

সুযোগ সুবিধা

  • Mobile bill, Provident fund, Weekly 2 holidays
  • Festival Bonus: 2


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