Head of Call Center (up to FVP)

Job Description

Title: Head of Call Center (up to FVP)

Company Name: Bank Asia PLC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 8 years
• The applicants should have experience in the following business area(s): Banks

• Masters

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

• Professional certifications in Call Center Management, Customer Experience, or Service Quality will be an added advantage

• At least 8 years
• The applicants should have experience in the following business area(s): Banks

• Minimum 8–12 years of relevant experience in call center or customer service operations within banking or financial institutions.

• At least 3–5 years in a managerial or leadership role, preferably as Call Center Manager, Operations Manager, or equivalent.

• Proven experience in handling large teams, service quality management, and regulatory compliance in a banking environment.

• Lead, manage, and oversee end-to-end call center operations, including inbound, outbound, and digital customer support services.

• Develop and implement call center strategies, policies, SOPs, and service quality standards aligned with bank objectives.

• Ensure high levels of customer satisfaction through effective complaint handling, service recovery, and continuous process improvement.

• Monitor and analyze key performance indicators (KPIs) such as service level, call quality, productivity, turnaround time, and customer satisfaction.

• Ensure compliance with internal policies, regulatory guidelines, data privacy, and information security requirements.

• Coordinate with other business units (Cards, ADC, Retail Banking, Operations, ICT, Compliance and Risk) to ensure seamless service delivery.

• Manage call center technology, IVR systems, CRM platforms, and workforce management tools in collaboration with ICT and respective vendors.

• Lead talent management activities including recruitment, training, performance management, motivation, and succession planning.

• Prepare and present MIS reports, performance reviews, and improvement plans to senior management.

• Drive cost efficiency while maintaining service quality and supporting business growth initiatives.