A concern of US Bangla Group
A concern of US Bangla Group
A concern of US Bangla Group
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Summary
- Vacancy: —
- Location: Dhaka
- Maximum Salary: Negotiable
- Experience: 3 to 4 years
- Published: 29 Jul 2024
Requirements
Education
- Bachelor/Honors
Experience
- 3 to 4 years
- The applicants should have experience in the following business area(s):
Telecommunication, Call Center, E-commerce
Responsibilities & Context
Job Summary:
This role involves utilizing your skills in monitoring and driving team performance, preparing reports, coaching and developing team members, diffusing difficult customer situations, providing performance feedback along with identifying and addressing team issues.
Responsibilities:
- Monitor and drive individual and team performance, usually against a set of key performance indicators (KPIs).
- Prepare weekly reports for the Department.
- Coach and develop your team on a regular basis and measure the improvement.
- Motivate your team to ensure a positive mindset and customer-focused attitude remains throughout.
- Diffuse angry customers and handle issues that cannot be fielded by representatives/ATLs, RCM.
- Audit calls and give feedback to agents on how they can improve.
- Hold day-to-day sessions with underperformers.
- Conduct agent-wise call calibration with the quality assurance team for QA monitoring.
- Identify and address any people issues, and be a pillar of support for team members.
- Attend “huddles” and keep the team updated.
- Prepare rosters, keep track of leave approvals, and manage overtime data.
Skills & Expertise
Data Driven
Execution
Problem Solving
Problem solving and analytical skill
Strong communication skills
Team Leadership
Compensation & Other Benefits
- Mobile bill, Weekly 2 holidays, Insurance
- Salary Review: Yearly
- Lunch Facilities: Full Subsidize
- Festival Bonus: 2
Workplace
Work at office
Employment Status
Full Time
Job Location
Dhaka