Rise Up Labs
Lead from the Front as Manager / Assistant Manager in BPO Operations at Rise Up Labs
Dhaka
Deadline: 2025-08-29
2 Positions
Job Overview
Company: Rise Up Labs
Location: Dhaka
Type: FullTime
Salary: Negotiable
Posted: 2025-07-30
Experience: 5 Years
Education Requirements
Bachelor of Business Administration (BBA) or equivalent
Job Responsibilities
- Supervise daily operations across inbound, outbound, and digital service channels.
- Ensure adherence to company policies, procedures, and standards.
- Monitor key performance indicators (KPIs) and develop strategies to meet and exceed targets.
- Implement process improvements to enhance efficiency and customer satisfaction.
- Lead, mentor, and motivate a team of customer service representatives and team leaders.
- Conduct regular training sessions to enhance team skills and knowledge.
- Foster a positive and productive work environment that encourages team collaboration and individual growth.
- Maintain and build strong relationships with clients.
- Address and resolve any client issues or escalations in a timely and professional manner.
- Analyze call center data and prepare reports on performance metrics, such as call volume, response times, and customer satisfaction.
Required Skills
- Budgeting and Forecasting
- Communication in English
- Job Analysis & Manpower Planning
- Organization Development/ Process Improvement
- Product Costing and budgeting
- Roster
Benefits & Compensation
- Annual Performance Evaluation and Increment
- Fully Subsidized Food
- Annual Retreats
- Team Outing
- Weekly 2 holidays (Depends on Roaster)
Job Description
Join Rise Up Labs as an Experienced Manager / Assistant Manager in BPO Operations!Rise Up Labs is on a quest to find a dedicated and skilled Manager / Assistant Manager who is ready to take on a challenging role in the BPO Operations sector. With your extensive experience and leadership skills, you will be responsible for overseeing daily operations, managing teams effectively, and ensuring the highest standards of service quality and efficiency are maintained.Your journey with us will involve:Supervising daily operations across inbound, outbound, and digital service channels to guarantee seamless service delivery.Monitoring key performance indicators (KPIs) and crafting strategies that not only meet but exceed our targets.Implementing process improvements to enhance efficiency and customer satisfaction, aligning our operations with the clients' expectations and business goals.Leading, mentoring, and motivating a team of customer service representatives and team leaders to foster a collaborative and productive work environment.Conducting training sessions that will empower your team with the knowledge and skills needed for success.Maintaining strong relationships with clients and addressing any escalations timely and professionally.Analyzing call center data and preparing performance reports to identify trends and areas for improvement.Planning and allocating resources effectively to meet operational demands and manage staff recruitment and training.Key Requirements:To excel in this role, you should have:A Bachelor’s degree in Business Administration, Communications, or a related field.5-10 years of experience in a BPO center environment, showcasing your leadership capabilities.Fluency in English, both verbal and written, ensuring effective communication with the team and clients.A strong grounding in process development and the ability to handle high-pressure situations.Proficiency in using call center software such as vici Dialer or Amazon Dialer.This amazing opportunity is based in our Dhaka office, specifically in Uttara, and it's a full-time position. The working hours will follow a roster basis during the night shift.Why Rise Up Labs?We believe in taking care of our team members!Competitive salary package with annual performance evaluation leading to increments.Fully subsidized meals during your work hours.Annual retreats and team outings to foster a positive workplace culture.Weekly 2 holidays, dependent on the roster.If you have a passion for BPO operations and a drive for excellence, this is the job for you!Don’t miss this chance – apply now to be part of our dynamic team at Rise Up Labs!Your application will be processed through several stages, including a telephone round, followed by interviews with our talent acquisition team and the overseas Head of Operations. Please note that only shortlisted candidates will be communicated for the recruitment process.For more information or to apply, please contact us at the provided details.