Job Description
Title: Asst. Manager, Operations (Night Shift)
Company Name: Rise Up Labs
Vacancy: 01
Location: Dhaka (Uttara)
Minimum Salary: Negotiable
Experience:
∎ 3 to 5 years
∎ The applicants should have experience in the following business area(s):Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center
Published: 28 Aug 2024
Education:
∎ Bachelor/Honors
Requirements:
Responsibilities & Context:
∎ Supervise daily operations across inbound, outbound, and digital service channels.
∎ Ensure adherence to company policies, procedures, and standards.
∎ Monitor key performance indicators (KPIs) and develop strategies to meet and exceed targets.
∎ Implement process improvements to enhance efficiency and customer satisfaction.
∎ Lead, mentor, and motivate a team of customer service representatives and team leaders.
∎ Conduct regular training sessions to enhance team skills and knowledge.
∎ Foster a positive and productive work environment that encourages team collaboration and individual growth.
∎ Maintain and build strong relationships with clients.
∎ Address and resolve any client issues or escalations in a timely and professional manner.
∎ Coordinate with the client to align call center operations with their expectations and business goals
∎ Analyze call center data and prepare reports on performance metrics, such as call volume, response times, and customer satisfaction.
∎ Identify trends and areas for improvement, implementing corrective actions as needed.
∎ Plan and allocate resources effectively to meet operational demands.
∎ Assist in recruitment and training of new staff members.
∎ Manage scheduling, attendance, and performance evaluations.
∎ Oversee quality assurance processes to ensure compliance with service standards.
∎ Develop and implement quality control measures to enhance service delivery.
∎
∎ Supervise daily operations across inbound, outbound, and digital service channels.
∎ Ensure adherence to company policies, procedures, and standards.
∎ Monitor key performance indicators (KPIs) and develop strategies to meet and exceed targets.
∎ Implement process improvements to enhance efficiency and customer satisfaction.
∎ Lead, mentor, and motivate a team of customer service representatives and team leaders.
∎ Conduct regular training sessions to enhance team skills and knowledge.
∎ Foster a positive and productive work environment that encourages team collaboration and individual growth.
∎ Maintain and build strong relationships with clients.
∎ Address and resolve any client issues or escalations in a timely and professional manner.
∎ Coordinate with the client to align call center operations with their expectations and business goals
∎ Analyze call center data and prepare reports on performance metrics, such as call volume, response times, and customer satisfaction.
∎ Identify trends and areas for improvement, implementing corrective actions as needed.
∎ Plan and allocate resources effectively to meet operational demands.
∎ Assist in recruitment and training of new staff members.
∎ Manage scheduling, attendance, and performance evaluations.
∎ Oversee quality assurance processes to ensure compliance with service standards.
∎ Develop and implement quality control measures to enhance service delivery.
Skills & Expertise:
Compensation & Other Benefits:
∎ Annual Performance Evaluation and Increment
∎ Fully Subsidized Food
∎ Annual Retreats
∎ Team Outing
∎ Weekly 2 holidays (Depends on Roaster)
∎ Annual Performance Evaluation and Increment
∎ Fully Subsidized Food
∎ Annual Retreats
∎ Team Outing
∎ Weekly 2 holidays (Depends on Roaster)
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (Uttara)
Company Information:
∎ Rise Up Labs
∎ Floor-B6-B7, Plot-35, Sonargaon Janapath Road, Sector-07, Uttara, Dhaka-1230, Bangladesh
Address::
∎ Floor-B6-B7, Plot-35, Sonargaon Janapath Road, Sector-07, Uttara, Dhaka-1230, Bangladesh
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 27 Sep 2024
Category: Customer Support/Call Centre
