Job Responsibilities
Assisting in the formulation of targets for individuals and teams.
Answering questions from staff and providing guidance and feedback.
Anticipate escalation and take over calls when needed.
Devise ways to optimize procedures and keep staff motivated.
Measure performance with key metrics such as call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems.
Prepare monthly/annual results and performance reports.
Employment Status
Full-time

Educational Requirements
BSc in Computer Science from any renowned University is preferred. English medium in secondary and higher secondary level students will get more priority.
Experience Requirements
At least 2 year(s)

Additional Requirements
Proven experience as supervisor of an international call center or similar organization.
Experience in customer service is essential.
Proficient in English; Good knowledge of additional languages will be a definite plus.
Working knowledge of MS Office.
Tech savvy with knowledge of telephone equipment and relevant computer programs.
Knowledge of performance evaluation procedures.
Outstanding communication and negotiation abilities.
A results-oriented approach.
Excellent organizational and leadership skills.
Ability to work under pressure.
Preferred Qualifications:
Practical knowledge in call center support.
Capable to operate any call center software.
Working knowledge of MS Office.
Experience Requirements:
At least 2 years of experience as supervisor of an international call center or similar organization.

Apply Procedure
Interested candidates are invited to send their detailed resume stating the post applying for through email to hrd@genuitysystems.com or to the address below on or before October 22, 2020.
GM, Head of HR & Admin
Genuity Systems Ltd.
Genusys Point
Plot – 08, Road – 4, Block – A
Section – 11, Mirpur
Dhaka- 1216, Bangladesh
Application Deadline : 22 Oct 2020