Manager, Call Center – Trust Bank Ltd.

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Manager, Call Center – (SPO-AVP)

Trust Bank Ltd.

Vacancy

Not specific

Job Responsibilities

Problem-solving and conflict resolution and Helping call agents with challenging customer service issues.
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Train, coach, and lead call center representatives as they provide support for customers.
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Develop objectives for the call center’s day-to-day activities.
Prepare reports for different departments or upper management when Required.
Ensure customer complaint investigation in detail and perhaps provide feedback within time frame allowed by TAT (Turnaround Time)
Ensure the highest level of customer retention.
Handle Customer feedback and complaints efficiently and keep acceptable service level.
Maintain a strong working relationship with the team and cross-functional teams for smooth operations.

Employment Status

Full-time

Workplace

Work at office

Educational Requirements

Bachelor degree in any discipline
Masters / Bachelor’s degree or related subject from reputed university with satisfactory academic track record.

Experience Requirements

At least 8 year(s)
The applicants should have experience in the following area(s):
Call Center Operation, Call Centre Supervision/ Management

Additional Requirements

Age 25 to 45 years
At least 8 years in service management and of which at least 5 years in call center.
Should have experience in related fields.
Analytical abilities.
Organizational and multitasking skills.
Strong leadership skills.
Ensure Service Quality.
Follow within organization’s policy as well as regulator’s guidelines
Proficient in MS Office and call center equipment/software programs
Proven communication and interpersonal skills

Job Location

Anywhere in Bangladesh

Job Source

Bdjobs.com Online Job Posting.

Apply Procedure

Apply online through https://career.tblbd.com
No hard copy of resume will be entertained.

Application Deadline : 25 Jan 2023

Company Information

Trust Bank Ltd.Address : Shadhinata Tower (8th Floor), Shaheed Jahangir Gate, Dhaka Cantonment, Dhaka-1206Business : Bank

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