Mutual Trust Bank PLC
Join Our Team as a Manager — Contact Centre at Mutual Trust Bank PLC
Dhaka
Deadline: 2025-09-23
1 Positions
Job Overview
Company: Mutual Trust Bank PLC
Location: Dhaka
Type: FullTime
Salary: Negotiable
Posted: 2025-09-16
Experience: 5 Years
Education Requirements
Degree from a UGC-approved university with no third division/class or equivalent CGPA
Job Responsibilities
- Leading daily operations to achieve SLA/KPI targets
- Managing shift plans and workforce coverage
- Monitoring service quality and compliance
- Coaching and appraising team members
- Preparing and analyzing performance reports
Required Skills
- Strong leadership and coaching skills
- Excellent communication skills in Bangla and English
- Proficient in KPI analytics and reporting
- Knowledge of Contact Centre technologies and compliance practices
Benefits & Compensation
- Professional development opportunities
- Collaborative work environment
- Competitive salary package
Job Description
Are you ready to take your career to the next level? Mutual Trust Bank PLC is looking for a dynamic and experienced individual to fill the role of Manager of our Contact Centre. In this vital position, you will lead the daily operations of the Contact Centre, ensuring we meet our SLA/KPI targets while delivering exceptional service. If you thrive in a fast-paced environment and have a passion for customer service excellence, we want to hear from you!About the Role:Your responsibilities will include:Service Delivery & KPIs: Oversee daily operations and ensure SLA/KPI attainment. Review monthly KPIs and take action based on analytics.Workforce Planning: Create effective shift plans and manage leave to guarantee optimal staffing.Quality & Compliance: Regularly monitor calls, enforce procedures, and ensure compliance with standards.People Leadership: Inspire and coach your team; conduct performance appraisals.Reporting: Prepare detailed performance reports and liaise with management for improvement.Do You Have What It Takes?We require:A degree from a UGC-approved university.No third division/class or equivalent CGPA at any stage.At least 5 years of experience in Contact Centre operations.Strong leadership skills and effective communication in Bangla and English.Experience in KPI analytics, team management, and conflict resolution.What We Offer:This is a full-time position located in Dhaka, Bangladesh, offering a vibrant workplace culture. You'll not only be part of a great team but will also receive ample opportunities for professional growth.If you are passionate about leading a team in a challenging environment and eager to contribute to our success, apply now!