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 Sr. Manager/AGM, Operations (Contact Center)

Jobs 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.

 Employment Status

• Full-time

Workplace

• Work at office

Education

• Bachelor degree in any discipline

Experience

• At least 12 year(s)
• The applicants should have experience in the following business area(s):
  IT Enabled Service, Call Center

Additional Requirements

• Age at least 30 years
• Both males and females
• 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

Required Skills & Expertise

• Business Communication Call Centre Supervision/ Management Team Leadership Business Communication Client Relationship Management Quality Assurance/ Quality Control Team Leadership Training & Development

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