Job Description

Title: Deputy Manager/Manager - Contact Center Lead; AKIJ Resource

Company Name: Akij Resources

Vacancy: 1

Age: 30 to 42 years

Location: Dhaka

Salary: Negotiable

Experience:
∎ 7 to 10 years
∎ The applicants should have experience in the following business area(s):Manufacturing (FMCG), IT Enabled Service, Shipping, Food (Packaged)/Beverage, Agro based firms (incl. Agro Processing/Seed/GM), Group of Companies, Packaging Industry, Cement Industry, Steel

Published: 14 Mar 2025

Education:
∎ Bachelor of Business Administration (BBA) in Business Administration, Bachelor of Business Administration (BBA) in Management, Bachelor of Business Administration (BBA) in Management Information System

Requirements:

Additional Requirements:
∎ Age 30 to 42 years
∎ Minimum 7-10 years of relevant experience, with at least 3 years in managing a contact center, preferably serving multiple industries.
∎ Strong expertise in telemarketing, customer service management, and CRM systems.
∎ Demonstrated capability in designing service modules and comprehensive training programs.
∎ Exceptional analytical and problem-solving skills, capable of managing complex escalation scenarios.
∎ Proven leadership and interpersonal abilities, fostering collaboration across diverse teams.

Responsibilities & Context:
∎ Design and develop comprehensive service modules tailored for diverse SBUs.
∎ Analyze target markets and customer segments to implement precise and effective customer engagement strategies.
∎ Define and manage cost structures, including setup and operational expenditures.
∎ Implement detailed escalation protocols, ensuring timely and effective resolution of customer concerns.
∎ Oversee CRM integration, maintaining comprehensive customer interaction histories and facilitating personalized service.
∎ Create and manage a robust training program to equip agents with necessary skills and knowledge.
∎ Lead strategic initiatives for upselling, cross-selling, tele-marketing, and subscription-based services.
∎ Regularly analyze performance metrics to drive continuous improvement and operational efficiency.
∎ Design and develop comprehensive service modules tailored for diverse SBUs.
∎ Analyze target markets and customer segments to implement precise and effective customer engagement strategies.
∎ Define and manage cost structures, including setup and operational expenditures.
∎ Implement detailed escalation protocols, ensuring timely and effective resolution of customer concerns.
∎ Oversee CRM integration, maintaining comprehensive customer interaction histories and facilitating personalized service.
∎ Create and manage a robust training program to equip agents with necessary skills and knowledge.
∎ Lead strategic initiatives for upselling, cross-selling, tele-marketing, and subscription-based services.
∎ Regularly analyze performance metrics to drive continuous improvement and operational efficiency.

Skills & Expertise:

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Dhaka

Job Highlights:

Company Information:
∎ Akij Resources
∎ 198 Bir Uttam Mir Shawkat Sarak, Dhaka 1208
∎ Akij Resources Limited also known as ARL was founded in April 2020 with a mission to ensure best quality products and services to the customers through continuous improvement that benefits society and environment.

Address::
∎ 198 Bir Uttam Mir Shawkat Sarak, Dhaka 1208
∎ Akij Resources Limited also known as ARL was founded in April 2020 with a mission to ensure best quality products and services to the customers through continuous improvement that benefits society and environment.

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 21 Mar 2025

Category: Customer Support/Call Centre