Call Center Supervisor (PO- SPO)

Bangladesh Bank

Category:Bank Jobs

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Job Summary

Sex type: Both

Job Nature:Full Time

Age:At most 40 years

Experience:8 to 10 yearsThe applicants should have experience in the following business area(s): Banks

Educational Requirements:

Job Location:Dhaka

Salary Range: Negotiable

Published: 27 Jul 2026

Deadline: 04 Aug 2026

Vacancy: 01

Job Description

Supervise and oversee the day-to-day operations of the Call Center to ensure service excellence and uninterrupted customer support.
Lead, coach, motivate, and develop a team of Call Center Executives to achieve individual and team performance targets.
Monitor inbound and outbound calls to ensure compliance with the Bank's service standards, operational policies, and regulatory requirements.
Ensure prompt, accurate, and professional resolution of customer inquiries, complaints, and service requests while maintaining high customer satisfaction.
Monitor KPIs including Service Level, AHT, FCR, CSAT and QA scores and implement improvement initiatives.
Conduct regular call quality evaluations and coaching sessions.
Ensure adherence to Bangladesh Bank regulations, AML/CFT guidelines, internal policies, information security standards and customer confidentiality.
Identify operational risks and recommend process improvements.
Escalate complex issues and ensure timely resolution.
Prepare daily, weekly and monthly MIS reports.
Coordinate with Branches, Operations, Cards, Digital Banking and other business units.
Support implementation of new banking products and campaigns.
Ensure effective workforce management including shift planning and attendance.
Foster a customer-centric, performance-driven and compliance-focused culture.

Job Requirements

Age At most 40 years Minimum 8-10 years of experience in Call Center/Contact Center or Customer Service Operations.At least 2 years in a supervisory/team leadership role.Master’s/Bachelor's degree in any discipline from a recognized university (Business graduates preferred).Educational requirements may be relaxed for experienced candidates.Banking or financial institution experience will be given preference.Strong leadership, communication and interpersonal skills.Sound knowledge of banking products and customer service operations.Knowledge of Bangladesh Bank regulations and compliance requirements.Proficiency in MS Office, especially Excel.Ability to work under pressure and meet service targets.Candidates with third division/class are discouraged to apply.

Job Source

https://bdjobs.com/h/details/1514648