Job Summary
Published On : Apr 5, 2025
No. of Vacancies : Not Specific
Job Type :
Full Time
Job Level :
Experience : At least 5 years
Location : Dhaka
Salary Range:
Negotiable
Application Deadline : Apr 18, 2025
Contact Center Manager
1000FIX Services Ltd.
No. of Vacancies
Not Specific
Job Description / Responsibility
- Lead and manage the contact center team, ensuring efficient handling of customer queries, complaints, and service requests.
- Develop and implement strategies to enhance customer experience and satisfaction levels.
- Monitor key performance indicators (KPIs) such as call handling time, resolution rates, and customer feedback scores.
- Leverage AI-based tools and technologies to improve service efficiency and response time.
- Collaborate with internal departments (Technical, Logistics, Sales, etc.) to ensure seamless service operations.
- Train, mentor, and motivate the contact center team to enhance performance and professional development.
- Ensure compliance with company policies, industry regulations, and data security standards.
- Analyze customer interactions and feedback to identify trends, areas for improvement, and training needs.
- Manage workforce scheduling, call volume forecasting, and resource allocation.
- Oversee digital query management and ensure timely and effective responses to customer inquiries via email.
- Prepare and present regular reports to senior management on contact center performance and customer satisfaction.
Educational Requirements
- Bachelor of Business Administration (BBA)
- Bachelor’s degree in business administration or a related field.
Experience Requirements
- At least 5 years
- The applicants should have experience in the following business area(s):
- Telecommunication, Manufacturing (FMCG), IT Enabled Service, Computer Hardware/Network Companies, Electronic Equipment/Home Appliances, Group of Companies, Call Center
Additional Job Requirements
- Strong leadership and people management skills with the ability to drive performance.
- Experience with AI-driven customer service tools, CRM software, and call center management systems.
- Excellent problem-solving, analytical, and decision-making abilities.
- Strong communication skills in both verbal and written formats.
- Ability to work under pressure and handle escalations effectively.
- Knowledge of industry best practices in customer service and contact center management.
- Experience in IT service or after-sales service industries.
- Proficiency in data analysis and reporting tools.
- Familiarity with customer satisfaction measurement techniques and methodologies.
- Knowledge of multiple communication channels (voice, chat, email, social media) for customer support.
Location
Dhaka
Salary Range
Negotiable
Other Benefits
T/A, Mobile bill, Medical allowance, Performance bonus, Provident fund, Insurance
Lunch Facilities: Partially Subsidize
Salary Review: Yearly
Festival Bonus: 2
As per company policy.
Job Source
Bdjobs.com.bd Online Job Posting
Application Deadline : Apr 18, 2025
Company Information
Company Name:
1000FIX Services Ltd.
Address: 586/1, Begum Rokeya Soroni, West Shawrapara, Mirpur, Dhaka 1216
