Call Center Supervisor (Up to SEO)

Job Description

Title: Call Center Supervisor (Up to SEO)

Company Name: Bank Asia PLC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 6 years
• The applicants should have experience in the following business area(s): Banks

• Master’s degree in Business Administration, Management, Finance, Marketing, or a related discipline from a recognized university.

• Professional training or certification in Customer Service or Call Center Operations will be an added advantage.

• At least 6 years
• The applicants should have experience in the following business area(s): Banks

• Minimum 4–6 years of experience in call center or customer service operations, preferably in banking or financial services.

• At least 1–2 years of experience in a supervisory or team lead role is preferred.

• Practical knowledge of banking products, customer service standards, and call center technologies.

• Supervise day-to-day call center operations, ensuring smooth handling of inbound and outbound customer calls.

• Monitor agent performance against defined KPIs such as service level, call quality, productivity, and customer satisfaction.

• Provide real-time support, coaching, and guidance to call center agents to improve service quality and efficiency.

• Ensure compliance with bank policies, SOPs, regulatory guidelines, and information security requirements.

• Handle escalated customer complaints and ensure timely and effective resolution.

• Conduct regular call monitoring, quality assessments, and feedback sessions with agents.

• Assist in staff scheduling, attendance monitoring, and workforce management to ensure adequate coverage.

• Coordinate with other departments (Cards, Operations, ICT, Compliance, and Retail Banking) for issue resolution and service continuity.

• Prepare daily, weekly, and monthly MIS reports and submit performance updates to management.

• Support training, on-boarding, and continuous development of call center agents.