Assistant Manager – Manager, Contact Center Operations

Job Description

Title: Assistant Manager – Manager, Contact Center Operations

Company Name: Genex Infosys Limited

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Business Communication, Client Relationship Management, Management and Leadership, Quality Assurance/ Quality Control, Team management

Experience Requirements:
∎ At least 6 year(s)
∎ The applicants should have experience in the following area(s): Business Communication, Call Centre Supervision/ Management, Customer Support/ Client Service, ITES or BPO industry, Strong leadership and team management skill
∎ The applicants should have experience in the following business area(s): Call Center, IT Enabled Service, Telecommunication

Job Responsibilities:
∎ Oversee all aspects of the contact center's operations to ensure smooth and efficient functioning.
∎ Develop and implement operational strategies and processes to optimize qualitative and quantitative performance.
∎ Lead and manage a team of contact center team leaders and agents.
∎ Set performance expectations, provide coaching and feedback, and conduct regular performance evaluations.
∎ Ensure all business deliverables, Service level agreements (SLAs), and key performance indicators (KPIs) are met or exceeded.
∎ Monitor and analyze operational metrics to identify trends and areas for improvement.
∎ Implement customer experience initiatives to enhance overall customer satisfaction.
∎ Allocate resources effectively to meet service-level goals while controlling operational costs.
∎ Continuously review operational processes and identify opportunities for optimization and streamlining.
∎ Establish strong relationships with clients to understand their business needs and expectations.
∎ Regularly communicate with clients to provide updates on performance and address any concerns.
∎ Ensure compliance with industry regulations, company policies, and data security standards.
∎ Generate and present regular reports on operational performance to senior management and clients.
∎ Develop and implement contingency plans to address potential disruptions in operations.
∎ Lead the team in managing crises and ensuring business continuity.
∎ Stay informed about industry trends, best practices, and emerging technologies related to contact center operations.

Additional Requirements:
∎ Age at least 20 years
∎ Both males and females are allowed to apply

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Insurance, Gratuity
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 22 Jan 2024

Company Information:
∎ 23 Dec 2023
∎ Genex Infosys Limited
∎ Address : Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ Web : genexinfosys.com
∎ Business : Leading IT company trusted by global brands

Category: Customer Support/Call Centre

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