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
Published: 2025-09-16
Application Deadline: 2025-09-23
Education:
- 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.
Requirements:
- At least 3 years
- The applicants should have experience in the following business area(s): Call Center
Skills Required:
Additional Requirements:
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.
Responsibilities & Context:
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.
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: Bank/ Non-Bank Fin. Institution
Interested By University
| University | Percentage (%) |
|---|---|
| National University | 12.47% |
| University of Dhaka | 4.97% |
| Jagannath University | 2.74% |
| Southeast University | 1.73% |
| Jahangirnagar University | 1.73% |
| Stamford University Bangladesh | 1.51% |
| Daffodil International University (DIU) | 1.51% |
| Dhaka International University | 1.17% |
| Bangladesh University of Business and Technology | 1.06% |
| East West University | 1.06% |
Interested By Age Range
| Age Range | Percentage (%) |
|---|---|
| 20-30 | 55.51% |
| 31-35 | 34.38% |
| 36-40 | 7.94% |
| 40+ | 1.96% |
Interested By Salary Range
| Salary Range | Percentage (%) |
|---|---|
| 0-20K | 5.59% |
| 20K-30K | 37.25% |
| 30K-40K | 30.43% |
| 40K-50K | 12.98% |
| 50K+ | 13.76% |
Interested By Experience Range
| Experience Range | Percentage (%) |
|---|---|
| 0 years (Freshers) | 12.13% |
| 0.1 - 1 years | 7.21% |
| 1.1 - 3 years | 24.82% |
| 3.1 - 5 years | 20.18% |
| 5+ years | 35.66% |
