Operations Manager (Night Shift – USA Process)
Job Description
Title: Operations Manager (Night Shift – USA Process)
Company Name: TBN BD Ltd.
Vacancy: 3
Age: 25 to 37 years
Job Location: Dhaka
Salary: Tk. 30000 - 45000 (Monthly)
Experience:
- 3 to 7 years
- The applicants should have experience in the following business area(s): Overseas Companies, Call Center
Published: 2026-03-02
Application Deadline: 2026-03-10
Education:
- Bachelor/Honors
Bachelor’s degree in any other discipline.
Requirements:
- 3 to 7 years
- The applicants should have experience in the following business area(s): Overseas Companies, Call Center
Skills Required: Call Center Operation,COMPUTER OFFICE MANAGEMENT,KPI Monitoring,Leadership,Outbound and Inbound Calls,Project Management,Team management
Additional Requirements:
- Age 25 to 37 years
3+ years of experience in International Campaign as BPO/Contact Center leadership roles.·
Educational Qualification Graduate / Pursuing Graduation·
Leadership, analytical thinking, and conflict resolution.·
Strong command of workforce management, analytics, and reporting tools.·
Familiarity with CRM, dialer, WFM, and quality management platforms.·
Experience in client handling and high-volume inbound operations.·
Proven track record in running inbound teams.·
Exposure to global client accounts is an advantage.·
Strong commercial awareness and cross-functional coordination.
Responsibilities & Context:
Position Details
Process: USA (B2B & B2C Customer Support)
Shift: Night Shift
Working Hours: 7:45 PM – 5:00 AM (Rotational, 6 days a week)
Location: Shyamoli, Dhaka (Beside Shyamoli Square)
Role Overview
The Operations Manager will lead end-to-end call center operations, ensuring consistent KPI achievement, operational efficiency, and seamless client delivery in a high-volume inbound environment. The role involves managing daily operations, overseeing team performance, driving SLA compliance, and collaborating with clients to meet business objectives. Strong leadership, strategic thinking, and a results-driven approach are essential for success in this position.
Key Responsibilities
· Drive strategic planning and performance delivery.
· Manage workforce planning, rostering, and shrinkage control.
· Collaborate with QA, Training, and HR for holistic team success.
· Monitor SLA dashboards and present business reports.
· Handle escalations and ensure smooth client communications.
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: Customer Service/Call Centre
