ACI Ltd is continuously working to improve the quality of life in food, nutrition, protection, lifestyle and health, with its four divisions – Agribusiness, Consumer Brands, Logistics and Pharmaceuticals. ACI Agribusiness is driven with a unique vision to create wealth for farmers through providing complete solution to the problems of farmers.

In connection with its vision, ACI Agribusiness is implementing several advisory services for empowering our farmers. A recent and accomplished example of such an advisory service is “Fosholi”, which won National ICT award 2018 and Merit Award at APICTA 2018. For more info on Fosholi, log into: ACI Agribusiness is searching for talents to enrich this team behind all these advisory services.

Assistant Manager - Contact Centre (Agribusiness)

Job Responsibilities:
  • Keep a multi-channel Contact Centre (SMS broadcast, automated/ human led outbound calls, online and social media chats, emails and snail mails) operationally ready and deliver contacting services.
  • Design and hit matrices for agent performance and service level tracking (High Readiness, Short Turn Around, High FCR, Low AHT, Low Customer Effort, Wrap up etc)
  • Generate regular (daily, weekly and monthly) reports on Contact Centre activities with linkage to business performance for management understanding.
  • Redesign processes and implement tools with IT where necessary for efficiency, high Net
  • Promoter Score and low After Call Work.
  • Escalate, follow-up and successfully close extra-ordinary service requests.
  • Manage a winning team of agents by pragmatically dealing with issues like staffing, roster, learning & development, motivation, achievement and reward.

Educational Requirements :

  • Graduation in Business/IT related subjects, MBA is preferred
  • 5 – 7 year hands-on experience about Contact
  • Centre technologies and contact channels
  • Exposure to ultra-lean to highly scaled up operation is a plus.
  • Advanced level of proficiency in Bangla and English

We Offer:

  • Professional working environment
  • Competitive compensation package
  • Performance based career path
Job Nature Job Location
  • Mid Level

ACI Centre, Dhaka

Application Deadline: 14 November, 2018
Canvassing in any form will immediately lead to disqualification