Genex Infosys Limited

Vacancy

no-specific

Job Context

Genex Infosys convey a smart business Customer Services HR distribute Digital Marketing Cyber Cloud and Automation and IT infructure and various Activities. Now we are looking Assistant Manager - Manager, Contact Center Operations.

Jobs Responsibilities

• Oversee all aspects of the contact center's operations to ensure smooth and efficient functioning.
• Develop and implement operational strategies and processes to optimize qualitative and quantitative performance.
• Lead and manage a team of contact center team leaders and agents.
• Set performance expectations, provide coaching and feedback, and conduct regular performance evaluations.
• Ensure all business deliverables, Service level agreements (SLAs), and key performance indicators (KPIs) are met or exceeded.
• Monitor and analyze operational metrics to identify trends and areas for improvement.
• Implement customer experience initiatives to enhance overall customer satisfaction.
• 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.

Employment Status

• Full-time

Workplace

• Work at office

Education

• Bachelor degree in any discipline

Experience

• At least 6 year(s)
• Both males and females
• The applicants should have experience in the following business area(s):
  Telecommunication, IT Enabled Service, Call Center

Additional Requirements

• Age at least 20 years

Required Skills & Expertise

• Business Communication Call Centre Supervision/ Management Customer Support/ Client Service ITES or BPO industry Strong leadership and team management skill Business Communication Client Relationship Management Management and Leadership Quality Assurance/ Quality Control Team management

Job Location

• Dhaka

Salary

• Negotiable

Compensation and Others Benefits

• Mobile bill, Provident fund, Insurance, Gratuity
• Salary Review: Yearly
• Festival Bonus: 2

 

Skill Requirement

• Computer Literacy is a must