Operational Manager

Job Description

Title: Operational Manager

Company Name: Synesis IT

Vacancy: 1

Age: Na

Job Location: Dhaka (Kawran Bazar)

Salary: Tk. 30000 - 35000 (Monthly)

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): Call Center, Banks, Telecommunication, BPO/ Data Entry Firm

• Bachelor of Business Administration (BBA) in Management, Accounting
• Master of Arts (MA) in English

• 5 to 7 years
• The applicants should have experience in the following business area(s): Call Center, Banks, Telecommunication, BPO/ Data Entry Firm

• Excellent spoken and written English, with the ability to conduct meetings, deliver presentations, prepare reports, and communicate confidently with clients and senior management.

• Strong leadership, team management, and decision-making capabilities.

• Excellent analytical skills with the ability to interpret operational data and develop action plans.

• Strong client relationship management, negotiation, and stakeholder communication skills.

• Expertise in SLA, KPI, quality assurance, and performance management.

• Strong problem-solving, conflict resolution, and escalation management skills.

• Proficiency in Microsoft Excel, PowerPoint, reporting tools, and contact center technologies.

• Ability to manage multiple priorities and perform effectively under pressure.

• Oversee the daily operations of the contact center, ensuring efficient service delivery across inbound and outbound channels.

• Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOPs) and operational policies.

• Monitor call volumes, agent availability, queue performance, abandonment rates, and service levels.

• Coordinate workforce planning, shift scheduling, resource allocation, and capacity management.

• Ensure uninterrupted operations and implement contingency plans during peak workloads or operational disruptions.

• Lead, coach, and manage Team Leaders, Supervisors, and Call Center Agents.

• Set operational targets and ensure achievement of individual, team, and departmental KPIs.

• Conduct regular performance reviews, feedback sessions, and coaching interventions.

• Identify training needs and facilitate initiatives to improve employee productivity and service quality.

• Promote employee engagement, discipline, accountability, and a customer-centric work culture.

• Ensure consistent delivery of professional, accurate, and customer-focused services.

• Monitor quality assurance (QA) scores, customer feedback, complaints, and customer satisfaction metrics.

• Review call recordings, quality reports, and customer interaction trends to identify improvement opportunities.

• Implement corrective and preventive actions to address recurring service issues.

• Ensure appropriate escalation and timely resolution of critical or sensitive customer complaints.

• Monitor and analyze key operational metrics, including: a) Service Level and Answer Rate b) Average Speed of Answer (ASA) c) Average Handling Time (AHT) d) First Call Resolution (FCR) e) Customer Satisfaction (CSAT) f) Quality Assurance (QA) Score g) Call Abandonment Rate h) Agent Productivity and Schedule Adherence

• Prepare and present daily, weekly, and monthly performance reports to management and clients.

• Analyze operational trends, identify performance gaps, and develop data-driven action plans.

• Ensure the accuracy, consistency, and timely submission of all operational reports.

• Serve as a key operational contact for clients and relevant stakeholders.

• Conduct regular operational review meetings and present performance updates, challenges, and improvement plans.

• Manage client escalations and ensure timely communication and resolution.

• Coordinate with IT, HR, Quality Assurance, Training, Workforce Management, and other relevant departments.

• Ensure client requirements and contractual service obligations are consistently fulfilled.

• Identify opportunities to optimize workflows, reduce operational costs, and improve agent productivity.

• Implement process improvements to enhance customer experience and operational efficiency.

• Support the implementation of CRM systems, contact center technologies, automation, and AI-enabled customer service solutions.

• Establish risk mitigation, business continuity, and disaster recovery procedures.

• Ensure compliance with data protection, information security, and organizational policies.