Call Center Supervisor (Executive/ Senior Executive)

Job Description

Title: Call Center Supervisor (Executive/ Senior Executive)

Company Name: Petromax LPG Limited

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 3 to 5 years
• The applicants should have experience in the following business area(s): Call Center

• Bachelor/Honors

• 3 to 5 years
• The applicants should have experience in the following business area(s): Call Center

• Minimum 3-5 years of experience in Call Center, with at least 2 years experience in leading a team.

• Must have good command over MS Office tools.

• Ability to translate customer data into actionable insights.

• Experience with data analytics tools or CRM systems and field research or customer experience projects will get preference.

• Female candidates are highly encouraged to apply.

This role is responsible to lead and coach the call center team to achieve service excellence, manage data analytics for decision-making, and conduct market/customer visits to identify pain points and improve service quality. The responsibilities are as follows :

• Lead and coach call center team to meet performance targets, KPIs, and service standards.

• Monitor real-time call metrics (e.g., volume, wait times, abandonment rates) and adjust staffing or workflows as needed.

• Evaluate call quality and agent adherence to procedures through regular audits and feedback sessions.

• Conduct performance reviews, coaching, and training to enhance agent skills and productivity.

• Coordinate training and refresher sessions based on performance analytics and customer feedback.

• Handle customer escalations and ensure timely resolution of complex issues.

• Collaborate with Brand & Communications and other departments to translate insights into service improvements.

• Conduct market and customer visits to gather feedback and identify service pain points.

• Ensure compliance with data privacy regulations, reporting standards, and internal policies.

• Generate and analyze performance reports to identify trends and improvement opportunities.

• Present key findings, insights, and recommendations to line manager.

• Support recruitment, onboarding, and retention efforts for call center staff.

• Insurance,Provident fund,Performance bonus,Gratuity
• Salary Review: Yearly
• Lunch Facilities: Full Subsidize
• Festival Bonus: 2

• Attractive compensation & benefit package as per company policy.

• We offer excellent work environment and performance-based career progression as per our global company standards.