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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