Head of Customer Operations

Job Description

Title: Head of Customer Operations

Company Name: Bikroy Marketplace Ltd. (A Concern of Jiji Group)

Vacancy: 1

Age: At least 25 years

Job Location: Dhaka

Salary: --

Experience:

Published: 2026-09-30

Application Deadline: 2026-10-30

Education:

• Bachelor/Honors

• Age At least 25 years

• 5+ years in sales, 3+ years running a call center or telesales team of 15+ people with a monthly revenue target; you have personally taken a team from missing the target to hitting it

• Telecom, fintech, e-commerce, classifieds, insurance or banking telesales background

• Strong with numbers: agent-level KPI tracking, bonus simulation, conversion analysis in Excel or Google Sheets; you read a target file and find the problem yourself

• Coaching and QA: you have listened to calls, rebuilt scripts and moved a team's conversion, not only tracked it

• Fluent Bangla, working English for written reporting to HQ; active use of AI tools in daily work

• Bias for action: you bring decisions with numbers, not options

The Role:

The call center is the main revenue engine of Bikroy: it turns sellers who post ads into paying customers (Boost, Top, Premium and listing packages) and keeps them buying. Today, the desk is run without a strong commercial owner, and the number is below what the market allows. You take the whole function over: conversion (hot and cold), retention, support and quality, with a direct line to the Group COO. Bikroy is the first Jiji market outside Africa, and the call center playbook that already works in Nigeria, Ghana and Kenya is yours to bring to Dhaka.

Mission: own the monthly revenue number of the call center and grow it every quarter through conversion, not call volume.

What you will own:

- Revenue vs target, every month. One target per agent; individual targets add up to the department target; targets differ by team, grade and tenure. Revenue per agent grows quarter on quarter. Any decline is escalated by you first, with the cause and the fix, before anyone asks.

- Conversion and the sales playbook. You find why some agents close and others do not on the same product and the same market (pitch, objection handling, package mix), and turn it into concrete scripts and coaching for the rest of the team. You are the first to see customer reactions, so you propose changes to packages and pricing when the lineup is hard to sell.

- Team performance. Weekly KPI file per agent (revenue, achievement %, deals, calls done vs attempts, QA score). One written rule for action: revenue threshold plus trend plus tenure decides coaching, warning, PIP or exit. You and HR bring a worked plan per agent to the quarterly review, with review dates and predefined outcomes. Calls are an input; performance is the primary criterion, QA is supporting evidence.

- Motivation and structure. You design and simulate every bonus and challenge (rate per deal = target bonus/deals per month), send a monthly bonus report with per-agent numbers and a decision for every agent below 70% of target, and keep the desk staffed: team leads who call, backup agents planned before people exit, no layer without a number.

12-month goal: call center revenue x2 vs your first full month, conversion QA at 85%+, every agent on a target-based bonus.

Also on your plate: QA as a sales tool (scoring probing, value, urgency, objection handling and a committed payment date, not script compliance), SOPs and escalation rules, UAT and launch readiness for new packages and campaigns from the call center side, projects assigned by Bikroy management.

Who you work with: you report to the Group COO in a “question - decision within hours” mode. Daily: your team leads, QA, HR and Finance in Dhaka; the Bikroy management team; the group call center heads in Nigeria and Kenya, whose playbooks, bonus schemes and review process you adapt for Bangladesh.

Growth: a track to Head of Sales Bikroy and to a country GM. Two years from now your CV reads: rebuilt the sales engine of the largest marketplace in Bangladesh, owned the revenue number, built the team and the playbook. Roles like this have produced a generation of country leaders at Jiji.

• Weekly 2 holidays,Mobile bill,Insurance
• Salary Review: Yearly
• Festival Bonus: 2