Manager (Call Center)

Job Description

Title: Manager (Call Center)

Company Name: A Reputed Organization

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: Tk. 39633 (Monthly)

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): IT Enabled Service, NGO

• Masters

• At least 5 years
• The applicants should have experience in the following business area(s): IT Enabled Service, NGO

• At least 5 years of experience managing 50 or more personnel.

• Prior experience in call center management, emergency coordination, service operations, or command-center supervision will be highly valued.

A project under the Department of Roads and Highways of the Government of Bangladesh: Bangladesh Road Safety Project (BRSP) is being implemented by a reputed organization in a joint effort. If you are interested in contributing to the life-saving public service system through the implementation of this project, then apply for the position of Manager (Call Center).
Job Nature: Full-time (Project-based).
Job Responsibilities:

• Recruit, train, schedule, and supervise Call Center Operators working in rotating shifts.

• Maintain call triage, dispatch, escalation, and documentation protocols for timely emergency coordination.

• Ensure emergency calls are accurately processed, geolocated, and routed to the most appropriate resources.

• Monitor dashboards, live tracking, and system performance in coordination with fleet and project software functions.

• Support analytics, reporting, refresher training, and continuous improvement of call center operations.