Career at Eastern Bank Limited- Manager/ Sr. Manager (Head) - Contact Center, Alternate Distribution Channel.
Submission Last Date: Jan 13, 2013.
Posting Date: January 06, 2013
Job Source : EBL Website.
Posting Date: January 06, 2013
Job Source : EBL Website.
| Prime Responsibilities • Monitor/Supervise contact center activities and system performance in order to minimizing customer waiting time; improve customer access, person to person counseling, contact center process-procedures and customer experience • Monitor productivity of contact center executives and supervisors • Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policy • Reviewing the performance of staff, identifying training needs and planning training sessions • Counseling, motivating & retraining staff and coordinating bonus, reward and incentive schemes • Recording statistics, user rates and performance level of the center • Coordinating with other manager/supervisor team leader agents and IT to gather information and resolved issues and maintain up to date knowledge among all member of Contact Center • Handling the most complex customer complaints or inquiries Qualification & Other Competencies • Graduation preferably in business discipline/MBA from reputed Universities • Min. 5 years experience in customer services with managerial exposure in reputed Contact Center • Excellent People management, leadership, training and motivational skills • Excellent verbal and written communication skills • Excellent computer and data presentation skill (MS Office, Spread sheet, Intranet/Internet etc.) Compensation & Benefit • Eastern Bank Limited offers excellent career opportunities with most competitive salary and benefits package Apply online through www.ebl.com.bd/career on or before Jan 13, 2013. |
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