Education

• Bachelor/Honors, Bachelor of Business Administration (BBA)
• Masters, Master of Business Administration (MBA)

Experience

• 6 Year

Additional Requirements

Skills

• Call Center Operation
• Client Service
• SOP writing

Role Purpose

The Call Center Operations Manager is responsible for the day-to-day delivery of call center services across multiple client accounts within ’ BPO operations. The role ensures that all client SLAs and KPIs are consistently achieved, operational teams are effectively managed, and client relationships are maintained professionally. This is a hands-on leadership role requiring strong operational discipline and clear communication with both internal teams and external clients.

Key Responsibilities

1. Day-to-Day Operations Management

• Oversee floor operations across all client accounts by managing shift performance, agent productivity, and service delivery in real time.

• Ensure all SOPs, escalation protocols, and call-handling standards are consistently followed across teams.

• Monitor and act on real-time dashboards, proactively intervening when KPIs deviate from targets.

• Manage shift schedules, leave plans, and floor coverage in coordination with the Workforce Management (WFM) Coordinator.

• Lead daily operational huddles with Team Leaders and provide detailed shift handover reports.

2. KPI & SLA Delivery

• Take ownership of KPI performance across all client accounts, including CSAT, FCR, AHT, occupancy, schedule adherence, and abandonment rate.

• Identify performance gaps through data analysis and implement corrective actions at both team and individual levels.

• Prepare and present weekly and monthly performance reports to the CEO and client stakeholders.

• Ensure SLA compliance at all times and escalate operational risks immediately with a defined action plan.

3. Client Management

• Serve as the primary operational contact for all client accounts, responding professionally and promptly to queries, concerns, and escalations.

• Conduct regular client check-ins and Monthly Business Reviews (MBRs), presenting performance data and improvement strategies.

• Build and maintain strong working relationships with client representatives to ensure trust, transparency, and service continuity.

• Manage client expectations during transitions, volume fluctuations, or service disruptions through clear communication and documented action plans.

4. Team Leadership & Development

• Lead, coach, and evaluate Team Leaders through regular one-on-one meetings, performance reviews, and structured feedback sessions.

• Support the recruitment and onboarding of Team Leaders and frontline agents in coordination with the HR department.

• Address performance-related issues promptly and consistently in accordance with company policies.

• Foster a positive and accountable team culture by recognizing strong performance and managing underperformance constructively.

5. Quality & Training Oversight

• Collaborate with QA Analysts to review call monitoring results, calibrate scoring methods, and close feedback loops with agents and Team Leaders.

• Work closely with the Training Coordinator to identify skill gaps and ensure training programs address operational requirements.

• Drive improvements in quality scores through structured coaching and accountability at the Team Leader level.

6. Reporting & Process Improvement

• Maintain accurate and timely MIS reports on a daily, weekly, and monthly basis for internal leadership and client reporting.

• Identify recurring operational issues and recommend process improvements to enhance efficiency and service quality.

• Support the implementation of new tools, systems, and operational processes as the business scales.

• Ensure compliance with data security policies and operational standards across all teams and client accounts.

• Salary Review: Half Yearly
• Lunch Facilities: Partially subsidize
• Festival Bonus: 1

Work Place

Work from Office

Employment Status

Type: Full Time/Permanent

Job Location

Dhaka