Call Center Coordinator

Job Description

Title: Call Center Coordinator

Company Name: Ascent Health Limited

Vacancy: 1

Age: 20 to 35 years

Job Location: Dhaka

Salary: --

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Hospital, Group of Companies

• Bachelor of Business Administration (BBA) in Public Health

• 1 to 3 years
• The applicants should have experience in the following business area(s): Hospital, Group of Companies

• Age 20 to 35 years

• Bachelor’s degree or equivalent work experience

• 1–3 years of experience in a call center environment

• Strong organizational and multitasking skills

• Good communication and interpersonal abilities

• Proficiency in call center software, CRM systems, and MS Excel

• Ability to work under pressure in a fast-paced environment

• Experience with workforce management (WFM) tools

• Basic knowledge of quality assurance and performance metrics

• Leadership or team coordination experience

• Operations & Coordination

• Coordinate daily call center activities to ensure adequate staffing and smooth workflow

• Monitor call queues, call volumes, and agent availability

• Assign tasks and balance workloads among agents

• Escalate urgent customer issues to supervisors or managers when necessary

• Agent Support

• Provide real-time support to call center agents during shifts

• Assist new hires during onboarding and initial training periods

• Address basic agent concerns related to schedules, systems, or processes

• Scheduling & Attendance

• Prepare and maintain agent work schedules, breaks, and shift rotations

• Track attendance, tardiness, and leave records

• Ensure coverage during peak hours and unexpected absences

• Performance Monitoring & Reporting

• Track key performance indicators (KPIs) such as:

  • Call volume

  • Average handling time (AHT)

  • First call resolution (FCR)

  • Customer satisfaction (CSAT)

• Prepare daily, weekly, and monthly performance reports

• Identify trends and highlight performance gaps

• Quality & Compliance

• Ensure agents follow call scripts, policies, and compliance standards

• Support quality assurance initiatives and corrective action plans

• Assist in call audits and feedback sessions