Manager - Contact Centre
Job Description
Title: Manager - Contact Centre
Company Name: Mutual Trust Bank PLC
Vacancy: 1
Age: Na
Job Location: Dhaka
Salary: --
Experience:
- At least 5 years
- The applicants should have experience in the following business area(s): Call Center
Published: 2025-09-16
Application Deadline: 2025-09-23
Education:
The candidate must be from a UGC-approved university.
No third division/class or equivalent CGPA is allowed at any stage of the academic career.
Requirements:
- At least 5 years
- The applicants should have experience in the following business area(s): Call Center
Skills Required:
Additional Requirements:
Experience in Contact Centre operations leadership, including WFM/rostering, KPI analytics/reporting, quality oversight, escalation handling, and team management.
Proven people leadership with structured coaching, feedback, and appraisal cadence across multi-shift teams.
Strong communication (Bangla & English), stakeholder management, and conflict resolution/de-escalation.
Advanced ownership of operational rhythms (huddles, scorecards, monthly reviews) and improvement projects.
Analytical rigor using Excel/BI for KPI dashboards, trend diagnostics, and action tracking.
Working knowledge of Contact Centre tech (ACD/IVR/call recording/monitoring dashboards) and compliance practices.
Ability to prioritize under pressure while maintaining integrity, confidentiality, and a customer-first standard.
Responsibilities & Context:
Lead the Contact Centre’s day-to-day operations to achieve SLA/KPI targets, strengthen service quality, and build a high-performance culture through disciplined workforce planning, coaching, and data-driven decisions.
Service Delivery & KPIs: Own daily operations and SLA/KPI attainment; review monthly KPI reports and trends and take corrective actions.
Workforce Planning & Rosters: Build shift plans/rosters; manage leave and real-time coverage to ensure optimal staffing and uninterrupted service across Inbound, Outbound, and Ops Support.
Quality Governance & Compliance: Run regular call monitoring; minimize errors; enforce procedures and regulatory/internal compliance across teams.
People Leadership & Appraisals: Coach and motivate TLs/Supervisors; conduct annual performance appraisals; drive engagement and recognition initiatives.
Reporting & Continuous Improvement: Prepare performance reports; analyze centre/team metrics; collaborate with HoCC/management on improvement plans and target delivery.
Job Other Benifits:
Employment Status: Full Time
Job Work Place: Work at office
Company Information:
Gender: Male and Female can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category: Bank/ Non-Bank Fin. Institution
Interested By University
| University | Percentage (%) |
|---|---|
| National University | 12.50% |
| University of Dhaka | 7.10% |
| Jagannath University | 2.41% |
| Southeast University | 2.41% |
| Jahangirnagar University | 2.41% |
| University of Rajshahi | 2.13% |
| Asian University of Bangladesh | 1.85% |
| Stamford University Bangladesh | 1.70% |
| Daffodil International University (DIU) | 1.56% |
| Dhaka International University | 1.56% |
Interested By Age Range
| Age Range | Percentage (%) |
|---|---|
| 20-30 | 24.43% |
| 31-35 | 37.93% |
| 36-40 | 21.88% |
| 40+ | 15.20% |
Interested By Salary Range
| Salary Range | Percentage (%) |
|---|---|
| 0-20K | 3.41% |
| 20K-30K | 11.81% |
| 30K-40K | 15.93% |
| 40K-50K | 13.94% |
| 50K+ | 54.91% |
Interested By Experience Range
| Experience Range | Percentage (%) |
|---|---|
| 0 years (Freshers) | 9.52% |
| 0.1 - 1 years | 0.71% |
| 1.1 - 3 years | 1.28% |
| 3.1 - 5 years | 12.50% |
| 5+ years | 75.99% |
