Manager – Call Center – Milvik Bangladesh Ltd

Job Description / Responsibility
The Manager – Call Center will work closely with the Country Manager & other senior business vertical heads in managing the implementation tele-based sales and service requirements. The role also oversees all aspects of quality control across various businesses in Bangladesh
Key Responsibility :
Overall responsible for all inbound and outbound processes across all operations
Driving telesales based acquisition via third party call center
Oversees the inbound process and service levels at the third party on a daily basis
Manages a in-house team of team leaders and executives totaling 15
Proper planning and execution complying with SOP’s on Quality benchmark plan and ensure the SLA and the MTTR ratio
Ensure the field workforce quality by providing feedback and coaching to the juniors and report to senior group
Ensure quality of sales process via assessing the feedback via outbound calls for all sales channels and businesses
Manages the end to end process for insurance claims for all businesses
Ensure the deadline for claims payment & perfect claims documentation
Responsible for monitoring, understanding and trying to reduce the amount of customer complaints
Research customer complaints and maintain SOPs, Guideline and Process for enhancing Customer Experience and set procedure for future
Monthly MIS submission

Job Nature

Educational Requirements
Graduation from any discipline and Post-Graduation is preferred

Experience Requirements
5 to 8 year(s)
The applicants should have experience in the following area(s):
Call Centre Supervision/Management, QC (Quality Control) of Customer Service, Tele Marketing, Customer Support through Phone, Call Centre Training
The applicants should have experience in the following business area(s):
BPO/ Data Entry Firm, Insurance, Banks, Telecommunication, Multinational Companies

Additional Job Requirements
Age 28 to 35 year(s)
Skill requirements:
Ability to pursue team & customer
Rapport building & ability to work with multiple businesses together
Ability to have check and balance/query
Objection handling with Technical knowledge
Capability to identify problems and resolve conflicts within team
Spontaneous in word and action.
Able to perform and Multi-task.

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