Head of Call Center Operations

Job Description

Title: Head of Call Center Operations

Company Name: ADN Technologies Limited

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 12 years
• The applicants should have experience in the following business area(s): IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• At least 12 years
• The applicants should have experience in the following business area(s): IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Certifications in BPO/Contact Center management (COPC, CCXP, HDI, PMP) are a strong advantage.

• Minimum 12 years in contact center / BPO operations, with at least 5 years in a senior multi-client operations leadership role.

• Proven track record managing 200+ seat BPO operations with P&L accountability across multiple client accounts.

• Experience in greenfield BPO setup or major operations build-out — not solely steady-state management.

• Demonstrated capability in client relationship management at senior level, including MBR delivery and contract governance

ADN Technologies is establishing a greenfield BPO and outsourced contact center operation under the ADN Group umbrella. This role is foundational — the Head of Call Center Operations will build, operationalize, and scale the contact center from the ground up, managing multiple client accounts across a 400+ seat facility.

The role carries P&L accountability per client account, direct oversight of multi-tier operations teams, and commercial responsibility for client retention and service expansion. This is a startup-within-a-conglomerate opportunity requiring both the strategic clarity of a BPO director and the hands-on execution ability of an operator.

1. Operations Build-Out & Governance

• Lead the end-to-end setup of BPO operations: floor layout, technology stack (CRM, dialer, WFM, QA tools), SOPs, shift structures, and escalation frameworks.

• Establish and own the Operations Governance Model — daily huddles, weekly ops reviews, monthly client business reviews (MBRs), and quarterly performance governance.

• Define and implement a multi-client operations architecture that isolates client data, workflows, and reporting while sharing infrastructure efficiently.

• Build BCP (Business Continuity Plan) and DR (Disaster Recovery) protocols for a 450+ seat, 24/7-capable operation.

2. Multi-Client Account Delivery

• Own SLA and KPI delivery for each client account — CSAT, FCR, AHT, occupancy, shrinkage, abandonment rate, and quality scores.

• Serve as the primary operational point of contact for all clients; lead MBRs, present performance scorecards, and manage contractual obligations.

• Proactively identify service risks per account and deploy corrective action plans before SLA breach.

• Partner with Sales / BD on new client onboarding — provide ops feasibility inputs, transition planning, and ramp-up management.

• Manage scope changes, volume spikes, and contract amendments with clients, ensuring operational capacity is aligned at all times.

3. P&L & Commercial Accountability

• Own the operations P&L per client account — managing cost of delivery (CoD) against contracted revenue.

• Drive seat utilization, occupancy optimization, and headcount efficiency to maintain margin targets.

• Input into pricing models and commercial proposals for new accounts in collaboration with CEO and BD team.

• Identify and pursue upsell/cross-sell opportunities within existing accounts (additional LOBs, channel expansion, value-added services).

4. People Leadership & Organization Build

• Recruit, onboard, and develop the full operations leadership layer: Account Managers, Operations Lead, QA Lead, Training Lead, and WFM Lead.

• Define org structure, spans of control, and role hierarchies for a 400+ seat operation across multiple clients and shifts.

• Build and maintain a performance culture — structured goal-setting, real-time performance feedback, and transparent consequence management.

• Own attrition management strategy; implement retention levers including structured career pathways, incentive programs, and engagement frameworks.

5. Quality, Training & Continuous Improvement

• Establish a centralized QA function covering call monitoring, scoring calibration, and root cause analysis across all client accounts.

• Oversee Training function — new hire onboarding, product/process upskilling, refresher cycles, and performance improvement plans (PIPs).

• Drive a structured CI (Continuous Improvement) program — Kaizen cycles, Six Sigma-inspired problem-solving, or equivalent methodology — across all accounts.

• Implement Voice of the Customer (VoC) and Voice of the Agent (VoA) mechanisms to feed operational insight back into client and internal improvement loops.

6. Technology, Automation & Reporting

• Own technology decisions for contact center tooling — dialer, CRM, workforce management, quality monitoring, and reporting platforms.

• Drive automation initiatives: IVR self-service, chatbot deflection, RPA for back-office, and AI-assisted quality monitoring.

• Deliver real-time and periodic MIS reporting to CEO and client stakeholders — operational dashboards, SLA tracking, agent scorecards, and financial summaries.

• Ensure all technology implementations comply with client data security requirements and applicable regulatory standards (BTRC, data privacy).

• Festival Bonus: 2