Call Center Operation Manager
Featured
Full time
Customer Service
Posted 1 hour ago
· 2 views
Job Overview
Vacancies
4 positions
Employment Type
Full time
Category
Customer Service
Industry
Others
Gender
Not specified
Age
25 to 40 years
Job Location
Dhaka
Salary
Negotiable
Experience
At least 1 year
Job Responsibilities
We are looking for experienced, responsible, and performance-driven Call Center Operation Managers to lead and manage our Local & International Call Center Operations.Key Responsibilities
- Manage day-to-day local and international call center operations
- Supervise inbound and outbound call activities
- Lead, monitor, and motivate call center executives and team leaders
- Ensure call quality, productivity, discipline, and target achievement
- Develop and implement calling scripts, SOPs, and operational processes
- Monitor call volume, response rate, conversion, and overall team performance
- Handle customer communication, escalation, and service-related issues
- Coordinate lead distribution and follow-up activities
- Manage international client/customer communication professionally
- Monitor attendance, shift management, roster, and workforce utilization
- Conduct regular coaching, feedback, and performance improvement sessions
- Prepare daily, weekly, and monthly operational reports
- Maintain call center KPIs, quality standards, and service levels
- Coordinate with Sales, Marketing, Customer Support, and Management teams
- Identify operational gaps and implement improvement strategies
- Take ownership of overall call center performance and team results
Requirements
- Age 25 to 40 years
Educational Requirement
- Bachelor/Honors
Experience
- 1 to 5 years
- The applicants should have experience in the following business area(s): Training Institutes, Group of Companies, Call Center
- Freshers are also encouraged to apply.
Required Skills
Fluent in English
MS Office
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