BRAC Bank, a leading sustainable bank in Bangladesh, is committed to becoming the best bank in the country. It has pioneered SME Banking in Bangladesh and offers a comprehensive range of banking services to individuals and business entities. BRAC Bank stands out as a beacon of financial inclusion with solid financials, top credit ratings, and numerous accolades.
The bank is currently looking for an ambitious, intelligent, goal-oriented and enthusiastic individual for the following position in its Alternate Banking Channels Division:
Associate Manager, Call Center
Employment Type: Full-time
KEY RESPONSIBILITIES:
Having a positive mindset and ability to lead a team
Provides daily direction and communication to the frontline staffs so that calls are answered in a timely, effectively and efficient manner
Responsible for Real Time Monitoring of the floor to ensure expected Service Level by proper management of KPI
Responsible to support Call Center frontline staffs when required including taking escalated calls
Responsible to monitor individual agent call and performance on a daily/weekly and monthly basis. Also responsible to give performance reviews/feedback for improvement.
Assists the manager with daily operation of the Call Center including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs
Manage the team with strong operational risk culture and ensure adherence to all internal and external policies and procedures
Responsible for the readiness of all proper documentations for audit trial
Responsible to adhere to guidelines on process, policies and as per code of conduct
Responsible to contribute to business by generating business leads, relationship management and campaign designed by product team
KEY QUALIFICATIONS:
Four-year graduation in any discipline from any UGC-approved or accredited foreign university
Minimum two years of working experience with Call Center field
Pro-active, problem solver, positive attitude and customer centric mindset
Having good command in presentation and negotiating skills
Ability to maintain a team
Having good interpersonal and management skill
Having basic computer knowledge with MS Office (must have good expertise on Excel & PowerPoint)
Previous Banking customer service-related experience with voice & non-voice channel will be an added advantage
Proficient in customer centricity, self-propelled, and capability to meet deadlines
BRAC Bank is a values-driven organization that protects all its stakeholders, including the coworkers and the community we work in, from harassment, abuse, neglect, exploitation, and discrimination. As an equal opportunity enabler, BRAC Bank encourages applications from any gender-diverse individuals and persons living with a disability. We consider personal persuasion to be a disqualification of candidature.
If you want to take up the challenge, please 'Apply Online'.
Apply Online - কল সেন্টারের দরখাস্ত ফর্ম নিন
Only shortlisted candidates will be contacted for the next stage as part of the recruitment process. BRAC Bank
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