Sr. Manager/AGM, Operations (Contact Center)
Job Description
Title: Sr. Manager/AGM, Operations (Contact Center)
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, Quality Assurance/ Quality Control, Team Leadership, Training & Development
Experience Requirements:
∎ At least 12 year(s)
∎ The applicants should have experience in the following area(s):
Business Communication, Call Centre Supervision/ Management, Team Leadership
∎ The applicants should have experience in the following business area(s):
Call Center, IT Enabled Service
Job Responsibilities:
∎ Effectively develop strategies, implement and supervise operations of Contact Center Inbound, Contact Center Outbound, Social Media, E-chat, Email services, B2B, Complaint Management, Credit Collection, Postpaid Customer Retention, Telesales, Mobile Financial Service, Service Quality, Training and Development departments.
∎ Coach, motivate, and provide direction and feedback to support team; conduct regular daily meetings, huddles, side by side coaching sessions and up-training sessions in agile manner to best deliver a satisfying experience for all line of business's customers.
∎ Prepare and complete action plans, improving productivity, quality of customer-service standards. Meet financial objectives by forecasting revenue & expenses, budgeting, and scheduling expenditures. Interface with customers on critical issues. Analyze technical issues, escalate them, propose and implement solutions.
∎ Stay abreast on the industry trend and suggest what to adopt, Ensure that Global Contact Centre best practices are adopted at the Contact Center for continuous improvement of performance.
∎ Set performance expectations, provide coaching and feedback, and supervise regular performance evaluations.
∎ Ensure all business deliverables, Service level agreements (SLAs), and key performance indicators (KPIs) are met or exceeded.
∎ 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 30 years
∎ Both males and females are allowed to apply
∎ Proven experience in managing contact center operations, back office, and stakeholders.
∎ Good knowledge of OTT and social media platforms.
∎ Excellent communication, management, interpersonal, and leadership skills.
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: 16 Jan 2024
Company Information:
∎ 17 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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