At least 3 years of experience in a call center or customer service role, preferably in the travel industry.
Females are highly encouraged to apply.
Separate accommodation and transport will be provided for female employees working night shifts.
Skills:
Advanced fluency in English (both spoken and written).
Strong leadership and team management abilities.
Excellent communication skills, particularly in handling international clients.
Ability to work under pressure and handle complex situations.
Proficiency in CRM software and call center technologies.
Willingness to work night shifts and weekends on a rotational basis.
Responsibilities & Context
Job Context:Â British Travel Management, a leading travel agency, is committed to delivering superior customer service to our clients. We are looking for a highly skilled and experienced Senior Call Center Executive to manage and lead our call center operations, ensuring top-notch communication with international clients.
Job Responsibilities:
Manage and oversee the day-to-day operations of the call center, ensuring efficient service delivery.
Lead and mentor the call center team to maintain high standards of performance.
Handle escalated customer inquiries and provide resolutions promptly.
Ensure the team meets key performance metrics and service level agreements (SLAs).
Communicate effectively with international clients, providing assistance and information.
Implement best practices to improve call center processes and customer satisfaction.
Prepare reports on call center performance and present findings to management.
Work collaboratively with other departments to ensure seamless service delivery.
Conduct regular training sessions to enhance team skills, particularly in English communication.
Maintain a positive and motivating work environment.
Skills & Expertise
Compensation & Other Benefits
Salary: Tk. 25,000 – 40,000 (Depending on skills and experience). Shift Timing: 3.00 PM to 11 PM (Day shift) and 7 PM to 4 AM(Night Shift), 6 days a week(4 Day shift and 2 night shift). Other benefits as per company policy.
