Call Center Supervisor

Job Description

Title: Call Center Supervisor

Company Name: A Reputed Mobile Financial Services (MFS) Company

Vacancy: 4

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Bachelor’s degree in any discipline from a recognized university.

• Candidates with relevant professional training or certifications in customer service, call center management, or quality assurance will receive preference.

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

Experience: Minimum 1 Years of Experience as a Call Center Supervisor

Experience Requirements

• Minimum 2 years of experience as a Call Center Supervisor.
• Experience in MFS, fintech, banking, telecom, or financial services will be highly preferred.
• Proven experience in team management, performance monitoring, customer complaint handling, and service quality assurance.

Required Skills & Competencies

• Strong leadership, coaching, and team management skills.
• Excellent communication and customer complaint-handling abilities.
• Good understanding of call center KPIs, SLAs, and quality assurance processes.
• Strong analytical, reporting, and problem-solving skills.
• Proficiency in MS Excel and call center CRM/CCaaS systems.
• Ability to work under pressure and manage critical customer escalations.
• Strong sense of accountability, integrity, confidentiality, and compliance.
• Willingness to work in morning, evening, or night shifts as assigned.

Shift & Working Schedule

• Four positions are available across morning, evening, and night shifts.
• Shift allocation will be determined based on operational requirements.
• Two weekly holidays per week, according to the approved roster.
• Flexibility to work rotational shifts, including weekends and public holidays when required.

Shift: Morning, Evening & Night (Rotational Shift)

Job Summary

A reputed Mobile Financial Services (MFS) company is looking for four experienced, proactive, and customer-focused Call Center Supervisors to lead its customer service operations. The successful candidates will be responsible for supervising call center agents, ensuring service quality, monitoring team performance, managing escalations, and maintaining operational efficiency in a dynamic financial services environment.

Candidates must have at least two years of experience in a Call Center Supervisor role, preferably in MFS, banking, fintech, telecom, or financial services.

Key Responsibilities / Job Description

• Supervise daily call center operations and ensure smooth service delivery across assigned shifts.
• Lead, coach, and motivate customer service agents to achieve individual and team performance targets.
• Monitor key performance indicators (KPIs), including service level, average handling time (AHT), first call resolution (FCR), quality score, customer satisfaction (CSAT), and productivity.
• Ensure timely, accurate, and professional responses to customer queries related to MFS products, transactions, accounts, payments, cash-in, cash-out, and other financial services.
• Handle complex customer complaints, escalations, transaction disputes, and sensitive customer issues in accordance with company policies.
• Conduct call monitoring, quality assessments, feedback sessions, and performance reviews to improve customer experience.
• Prepare and analyze daily, weekly, and monthly operational reports, identifying performance gaps and recommending corrective actions.
• Ensure compliance with company policies, approved service procedures, data privacy requirements, information security standards, and applicable regulatory guidelines.
• Coordinate with relevant departments, including Operations, IT, Compliance, Fraud/Risk Management, and Product teams, to resolve customer issues efficiently.
• Manage shift rosters, attendance, break schedules, and agent availability to ensure adequate staffing and operational coverage.
• Identify recurring customer issues and recommend process improvements to enhance service quality and operational efficiency.
• Ensure proper documentation, complaint tracking, escalation management, and adherence to defined SLAs.
• Support new agent onboarding, refresher training, and continuous development initiatives.
• Maintain a professional, customer-centric, and performance-driven team culture.

• Weekly Holidays: 2 Days per Week

• Competitive salary based on experience and suitability.

• Two weekly holidays.

• Professional working environment.

• Opportunities for career growth and professional development.

• Other benefits as per company policy.