Sr. Executive/ Assistant Manager

Job Description

Title: Sr. Executive/ Assistant Manager

Company Name: Digicon Technologies PLC.

Vacancy: 1

Age: 25 to 35 years

Job Location: Dhaka (Mirpur)

Salary: --

Experience:

• 2 to 5 years

• Bachelor/Honors

• 2 to 5 years

• Age 25 to 35 years

• Deep understanding of BPM KPIs & operations

• 5+ years in call center operation/BPM, with 2/3 years in a leadership role

• Ensure daily operations run smoothly and all SLAs/KPIs are achieved

• Monitor AHT, CSAT, FCR, productivity, shrinkage & quality scores

• Oversee shift planning, real-time floor management & adherence

• Drive effective attrition management to ensure staffing stability and smooth service delivery People Leadership

• Lead, coach, and develop Team Leaders and frontline agents

• Manage performance, engagement, attrition & resource planning

• Conduct evaluations, feedback sessions & skill development initiatives

• Act as the primary operational contact for clients

• Lead WBR/MBR/QBR reviews, RCA discussions & performance updates

• Build strong client relationships that support business growth

• Analyze data to identify trends, root causes & improvement areas

• Implement corrective action plans and SOP enhancements

• Collaborate with Quality & Training teams to close capability gaps

• Ensure smooth coordination with Quality & Training

• Prepare daily/weekly/monthly performance reports

• Ensure compliance with data security, audit standards & client protocols

• Drive continuous improvement and operational excellence

• Weekly 2 holidays
• Festival Bonus: 2