Job Summary
Published On : May 18, 2026
Job Type :
Full Time
Job Level :
Experience : At least 8 years
Location : Dhaka
Salary Range:
Negotiable
Application Deadline : Jun 9, 2026
Call Center Operations Manager
ADN Technologies Limited
Job Description / Responsibility
- ROLE PURPOSE
- The Call Center Operations Manager is responsible for the day-to-day delivery of call center services across multiple client accounts within ADN Technologies' BPO operation. The role ensures all clients’ SLAs and KPIs are met consistently, operations teams are led effectively, and client relationships are managed 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 clients’ accounts — managing shift performance, agent productivity, and service delivery in real time.
- Ensure all SOPs, escalation protocols, and call handling standards are followed consistently across teams.
- Monitor and act on real-time dashboards — intervening proactively when KPIs deviate from targets.
- Manage shift schedules, leave plans, and floor coverage in coordination with the WFM Coordinator.
- Lead daily operations huddles with Team Leaders and provide shift handover reporting.
- 2. KPI & SLA Delivery
- Own KPI performance across all clients’ accounts: CSAT, FCR, AHT, occupancy, schedule adherence, and abandonment rate.
- Identify performance gaps through data analysis and implement corrective actions at team and individual level.
- Prepare and present weekly and monthly performance reports to the CEO and client stakeholders.
- Ensure SLA compliance at all times; escalate risks immediately with a defined action plan.
- 3. Client Management
- Serve as the primary day-to-day contact for all clients’ on operational matters — responding promptly and professionally to queries, concerns, and escalations.
- Conduct regular client check-ins and Monthly Business Reviews (MBRs), presenting performance data and improvement plans.
- Build strong working relationships with client counterparts to ensure trust, transparency, and continuity.
- Manage client expectations during transitions, volume changes, or service disruptions with clear communication and documented action plans.
- 4. Team Leadership & Development
- Lead, coach, and evaluate Team Leaders — conducting regular 1:1s, performance reviews, and structured feedback sessions.
- Support the hiring and onboarding of Team Leaders and frontline agents in coordination with HR.
- Address performance issues promptly and consistently, following company policy.
- Foster a positive, accountable team culture — recognizing strong performance and managing underperformance constructively.
- 5. Quality & Training Oversight
- Work with QA Analysts to review call monitoring results, calibrate scoring, and close feedback loops with agents and Team Leaders.
- Partner with the Training Coordinator to identify skill gaps and ensure training programs address operational needs.
- Drive improvement in quality scores through structured coaching and accountability at Team Leader level.
- 6. Reporting & Process Improvement
- Maintain accurate and timely MIS reporting — daily, weekly, and monthly — for internal leadership and client reporting.
- Identify recurring operational issues and propose process improvements to enhance efficiency and service quality.
- Support the implementation of new tools, systems, or processes as the operation scales.
- Ensure data security and compliance standards are adhered to across all teams and client accounts.
Educational Requirements
- Bachelor`s degree in Business Administration, Management, or a related field.
- Call center certifications (e.g. HDI, COPC foundation) are an advantage but not required.
Experience Requirements
- At least 8 years
- The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center, IT Enabled Service
Additional Job Requirements
- Minimum 8 years in call center / BPO operations, with at least 5 years managing teams of Team Leaders and frontline agents.
- Hands-on experience managing multiple client accounts simultaneously within a BPO environment.
- Proven track record of consistent SLA and KPI delivery in a structured, metric-driven operation.
- Experience conducting client reviews (MBRs, weekly check-ins) and managing client relationships at an operational level.
- Familiarity with CRM, ticketing, WFM, and QA monitoring tools.
Location
Dhaka
Salary Range
Negotiable
Job Source
Bdjobs.com.bd Online Job Posting
Application Deadline : Jun 9, 2026
Company Information
Company Name:
ADN Technologies Limited
Address: Dhaka
