Supervisor (Inbound) - Contact Centre

Job Description

Title: Supervisor (Inbound) - Contact Centre

Company Name: Mutual Trust Bank PLC

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): Call Center

• Bachelor/Honors

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

• Experience in inbound operations supervision, including queue/SLA management, staffing adherence, real-time escalation, quality enforcement, and team coaching.

• Hands-on team leadership with consistent coaching, feedback, recognition, and performance follow-through.

• Effective communication (Bangla & English), customer empathy, and de-escalation in high-volume contexts.

• Strong prioritization and ownership of daily ops metrics and shift-level performance.

• Reporting/Excel proficiency; familiarity with ACD/IVR/call-recording systems and QA practices.

• Commitment to service excellence, compliance, and continuous improvement.

Supervise inbound operations to ensure professional, timely query handling and consistent SLA performance while coaching CSEs and enforcing process discipline.

• Queue & SLA Management: Monitor queues/volumes/AHT/service levels; handle real-time escalations and complex cases to maintain service continuity.

• Workforce Execution & Adherence: Run day schedules/breaks and adherence; track attendance and daily workforce metrics; flag and address coverage gaps.

• Quality, Compliance & Engagement: Enforce procedures/regulatory compliance; conduct call monitoring and feedback huddles; maintain monthly scorecards and drive team engagement.