Call Center Manager Govt Jobs

Job Type: Full Time

Job Category: Govt Job

Deadline: 30 Jun,2016

Educational Qualification:

Call center manager must be a MSc/BSc in Computer Science/ Computer Engineering/ Information Technology or equivalent;

Experience:

Minimum 3 years of working experience in related field;

Proven experience of managing technical team will be an added advantage;

Requirement:

Qualification and Experience:

Call center manager must be a MSc/BSc in Computer Science/ Computer Engineering/ Information Technology or equivalent;

Minimum 3 years of working experience in related field;

Proven experience of managing technical team will be an added advantage;

Adequate knowledge in Customer Relationship Management (CRM) technologies and associated best software practices;

Experience in implementing ISO20000 controls would be an added advantage. However, the candidate should have a good understanding of the controls defined in ISO 20000;

Preference will be given to candidates having ITIL V3 or equivalent professional certifications;

Must have clear understanding on various security features (i.e. Social engineering etc.);

Instruction :

Detailed Terms of Reference (TOR) will be available upon request from the address provided below either through email or in person.

The Central Procurement Technical Unit (CPTU) now invites eligible Applicants to indicate their interest in providing the services. Applicants are invited to provide information indicating their competence to perform the services (detailed CV with Expected remuneration).

The consultants will be selected using the process of individual consultant selection as per the current World Bank’s Consultants Guidelines. It is expected that services will be commenced on July 2016 at Dhaka, Bangladesh and will be continued for twelve (12) staff months up to June 2017.

Expressions of Interest shall be submitted by 30 June 2016 during office hours either in sealed envelope or through email sent to Director General, CPTU and be clearly marked "Expressions of Interest for Call Center Manager (CCM), as the case may be.

The procuring entity reserves the right to reject all EOIs.

Md. Faruque Hossain

Director General, CPTU, IMED & PD, PPRP-II [3rd Revised)

CPTU Bhaban, Planning Commission Campus

Sher-e-Bangla Nagar, Dhaka-1207

e-mail: cptudg@cptu.gov.bd/ cptudd1@cptu.gov.bd

Government of the People’s Republic of Bangladesh

Ministry of Planning

Implementation Monitoring & Evaluation Division

Central Procurement Technical Unit

Sher-e-Bangla Nagar, Dhaka-1207

Tel: 9144252-3, Fax: 9180968, E-mail: info@cptu.gov.bd; Website: www.cptu.gov.bd

Job Detail:

Request for Expressions of Interest for Call Center Manager (Individual Consultant)

[Contract Package # S 92(AF2)d]

Ref. No: 21.361.014.10.00.721.2016-1021 Date: 13/06/2016

The Government of the People’s Republic of Bangladesh has received financing from the World Bank [IDA Credit No. 5242-BD] toward the cost of the implementation of procurement reform through Public Procurement Reform Project II [PPRP II] [3rd Revised], and it intends to apply part of the proceeds for the provision of consultancy services for the project by hiring 1 (one) Call Center Manager (Individual Consultant).

The key responsibilities of the Consultant would include, but not limited to, the following:

Will supervise all the pending tickets and issues and expedite for proper resolution of the issues.

Develop and implement standard processes, protocols and technology solutions at the call center to ensure a consistent user experience and improve the performance and efficiency of e-GP help desk;

Prepare call center performance reports by collecting, analyzing, and summarizing data and trends;

Coordinate the monitoring of system generated alerts and inform appropriate person to take necessary action as per the direction of CPTU;

Ensure the regular backup of help desk management system and keep the system align with the disaster recovery plan of CPTU;

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