Associate Manager/ Manager, Call Centre Skill Development

Job Description

Title: Associate Manager/ Manager, Call Centre Skill Development

Company Name: BRAC Bank PLC

Vacancy: --

Age: Na

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• At least 4 years
• The applicants should have experience in the following business area(s): Banks

• Bachelor/Honors
• Masters

Post Graduation/Graduation from a UGC-approved university preferably in Business, Marketing or Communications with a satisfactory academic track record.

• At least 4 years
• The applicants should have experience in the following business area(s): Banks

• Minimum of 4 years of experience in Call Center Training, Sales Training, or Contact Center Operations (preferably in Banking, Telecom, or related industries).

• Strong expertise in telesales, telemarketing, or sales coaching.

• Excellent facilitation and communication skills in both Bangla and English.

• Strong understanding of customer psychology and ability to translate it into training strategies.

• Tech-savvy with knowledge of digital training tools, LMS, and call monitoring systems.

• Customer-centric, self-motivated, a team player, and capable of meeting deadlines.

BRAC Bank PLC is a full-service private commercial bank in Bangladesh, aiming to become the most trusted, innovative and inclusive bank, driven by purpose and powered by people. It plays a pivotal role in shaping the country`s financial future, with a clear focus on sustainability. With the highest market capitalization, the highest international shareholding and the country’s best credit rating, the bank leads the Bangladesh banking industry in key financial metrics. BRAC Bank is considered the standard bearer of good governance, ethics and values-based banking. BRAC Bank today serves as a trusted partner for individuals and businesses across every segment of the economy - Small & Medium Enterprises (SME), Corporate & Institutional and Retail Banking.

BRAC Bank seeks an ambitious, intelligent, purpose-driven, and enthusiastic individual for thementioned position:

Grade: SO-SPO

KEY RESPONSIBILITIES:

• Design, develop, and deliver specialized telesales and service training programs for Call Center and Virtual Relationship Managers (VRM).

• Conduct interactive training sessions (classroom, on-the-job, and digital) focused on telesales techniques (cross-selling, upselling, and acquisition); effective customer engagement and relationship-building over phone; objection handling, negotiation, and closing skills; compliance, scripting, and quality assurance.

• Collaborate with Call Center leadership to identify skill gaps, design training interventions, and ensure alignment with sales targets and service KPIs.

• Guide colleagues to master soft skills such as tone, empathy, active listening, and professional phone etiquette for superior customer interactions.

• Develop product-specific call guides, conversation frameworks, and role-play exercises to simulate real customer scenarios.

• Monitor training effectiveness through call quality assessments, feedback, and sales performance metrics.