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

• 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.

• At least 5 years
• The applicants should have experience in the following business area(s): Call Center

• 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.

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.