Manager/ Sr. Manager (Head) - Contact Center, Alternate Distribution Channel


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