Head of Call Center

Job Description

Title: Head of Call Center

Company Name: A Reputed Private Commercial Bank

Vacancy: --

Location: Dhaka

Minimum Salary: Negotiable

Experience:
∎ At least 4 years

Published: 21 May 2025

Education:
∎ Master's in Business (preferable) or any discipline from reputed university with no third division in academic records.
∎ Educational Requirements:

Requirements:

Additional Requirements:
∎ Minimum 4 (four) years of working experience in commercial Bank/ NBFI in the relevant area.
∎ Smart, Team player, paired with agile mindset and can-do attitude.
∎ Good communication skill in Bangla and English.
∎ Excellent skills in MS Office, Project Management
∎ Experience Requirements:
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∎ Knowledge, Competencies and Skills:

Responsibilities & Context:
∎ Manage the daily operations of the bank’s call center, ensuring efficient workflows and optimal resource utilization.
∎ Oversee a large team of call center agents, supervisors, and Manager ensuring consistent performance across all channels (phone, email etc.).
∎ Ensure high levels of customer satisfaction and timely resolution of customer queries and complaints.
∎ Develop and implement strategies to improve customer service quality, reduce response times, and enhance the customer experience.
∎ Set and monitor key performance indicators (KPIs) for call center staff, such as call resolution time, first contact resolution, customer satisfaction, and agent productivity.
∎ Conduct regular performance reviews and provide coaching or training as needed.
∎ Oversee the implementation and optimization of call center technologies (CRM systems, telephony systems, self-service tools).
∎ Identify and recommend technological advancements to improve service delivery and operational efficiency.
∎ Lead recruitment, training, and development efforts for call center staff to ensure the team has the necessary skills and knowledge.
∎ Promote a positive work culture, fostering teamwork and employee engagement within the call center.
∎ Actively participate in high-level strategic discussions and decision-making as part of the Management Committee, contributing to the bank’s goals and vision.
∎ Provide insights on customer service trends, call center analytics, and customer needs to help shape the bank's customer-centric strategies.
∎ Collaborate with other departments (such as Marketing, IT, Risk, and Product) to ensure the alignment of customer service initiatives with broader bank objectives.
∎ Lead or participate in bank-wide projects, such as digital transformations, process optimizations, and new product launches, from a customer service perspective.
∎ Ensure compliance with industry regulations and internal policies by overseeing the development and implementation of call center protocols.
∎ Drive continuous improvement initiatives for customer service processes to ensure operational excellence and adherence to regulatory requirements.
∎ Provide regular reports on call center performance, customer feedback, and trends to the executive leadership team and the board.
∎ Use data and analytics to recommend actions for improving customer retention, reducing costs, and increasing revenue opportunities.
∎ Oversee risk management efforts related to call center operations, including addressing customer complaints, handling escalations, and managing reputational risk.
∎ Lead the response to any service disruptions or crises that impact customer experience, ensuring timely resolution and communication with customers.
∎ Position: Head of Call Center
∎ Job Grade: Principal Officer to Senior Principal Officer
∎ Job Nature: Permanent
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∎ Position Overview:
∎ We are seeking a dynamic, strategic, and customer-focused professional to lead the Call Center operations of a reputed bank with minimum of a Masters degree preferably in Business background. The Head of Call Center will be responsible for managing the daily operations, enhancing customer experience, driving performance improvements, and aligning the department with the bank’s broader strategic goals. This leadership role offers the opportunity to make a significant impact in the bank’s service excellence and digital transformation journey.
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∎ Key Job Responsibilities:
∎ Operational Oversight:
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∎ Customer Experience:
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∎ Performance Metrics:
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∎ Technology and Innovation:
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∎ Staff Management:
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∎ Strategic Planning:
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∎ Cross-Functional Collaboration:
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∎ Policy and Process Development:
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∎ Reporting and Analytics:
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∎ Risk and Crisis Management:

Employment Status: Full Time

Job Location: Dhaka

Read Before Apply: Interested candidates are requested to apply by May 31, 2025. No hard copy of application will be accepted.

Company Information:
∎ A Reputed Private Commercial Bank

Application Deadline: 31 May 2025

Category: Bank/Non-Bank Fin. Institution