Call Center Supervisor (PO- SPO)

Job Description

Title: Call Center Supervisor (PO- SPO)

Company Name: SHIMANTO BANK PLC

Vacancy: --

Age: At most 38 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): Banks

• 5 to 7 years
• The applicants should have experience in the following business area(s): Banks

• Age At most 38 years

• Age 34–38 years.

• Minimum 5-7 years of experience in Call Center/Contact Center or Customer Service Operations.

• At least 2 years in a supervisory/team leadership role.

• Bachelor's degree in any discipline from a recognized university (Business graduates preferred).

• Educational requirements may be relaxed for experienced candidates.

• Banking or financial institution experience will be given preference.

• Strong leadership, communication and interpersonal skills.

• Sound knowledge of banking products and customer service operations.

• Knowledge of Bangladesh Bank regulations and compliance requirements.

• Proficiency in MS Office, especially Excel.

• Ability to work under pressure and meet service targets.

• Candidates with third division/class are discouraged to apply.

• Supervise and oversee the day-to-day operations of the Call Center to ensure service excellence and uninterrupted customer support.

• Lead, coach, motivate, and develop a team of Call Center Executives to achieve individual and team performance targets.

• Monitor inbound and outbound calls to ensure compliance with the Bank's service standards, operational policies, and regulatory requirements.

• Ensure prompt, accurate, and professional resolution of customer inquiries, complaints, and service requests while maintaining high customer satisfaction.

• Monitor KPIs including Service Level, AHT, FCR, CSAT and QA scores and implement improvement initiatives.

• Conduct regular call quality evaluations and coaching sessions.

• Ensure adherence to Bangladesh Bank regulations, AML/CFT guidelines, internal policies, information security standards and customer confidentiality.

• Identify operational risks and recommend process improvements.

• Escalate complex issues and ensure timely resolution.

• Prepare daily, weekly and monthly MIS reports.

• Coordinate with Branches, Operations, Cards, Digital Banking and other business units.

• Support implementation of new banking products and campaigns.

• Ensure effective workforce management including shift planning and attendance.

• Foster a customer-centric, performance-driven and compliance-focused culture.

• Negotiable

• Other benefits are as per Bank`s Human Resources Policy