Mutual Trust Bank PLC
Join Our Team as Supervisor (Inbound) at Mutual Trust Bank PLC - Lead with Excellence!
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: 3 Years
Education Requirements
Candidate must be from a UGC-approved university with no third division/class or equivalent CGPA at any stage of the academic career.
Job Responsibilities
- Supervise inbound operations to ensure professional, timely query handling and consistent SLA performance while coaching CSEs and enforcing process discipline.
- Monitor queues/volumes/AHT/service levels; handle real-time escalations and complex cases to maintain service continuity.
- Run day schedules/breaks and adherence; track attendance and daily workforce metrics; flag and address coverage gaps.
- Enforce procedures/regulatory compliance; conduct call monitoring and feedback huddles; maintain monthly scorecards and drive team engagement.
Required Skills
- Effective communication in Bangla and English
- Quality enforcement in call center operations
- Proficiency in Excel and reporting
- Strong prioritization and ownership of daily operations metrics
Job Description
Are you a motivated leader with experience in inbound operations? Mutual Trust Bank PLC is seeking a Supervisor (Inbound) for our Contact Centre to oversee and enhance our customer service operations. Your main responsibilities will include: Supervising inbound operations to ensure professional and timely query handling. Monitoring service levels, handling escalations and complex cases. Running day schedules, tracking attendance and daily workforce metrics. Enforcing quality procedures and compliance regulations. As a successful candidate, you should possess: At least 3 years of experience in a relevant field, especially in call center operations. Effective communication skills in both Bangla and English. Strong leadership capabilities to coach and motivate team members for continuous improvement. Ability to manage queues, SLA, and provide real-time feedback. Proficiency in reporting/Excel along with familiarity in call handling systems. We welcome candidates from a UGC-approved university. Please note, no third division/class or equivalent CGPA should be present at any stage. This is a full-time position located in Dhaka, Bangladesh. If you are passionate about delivering exceptional service and meeting operational excellence, we encourage you to apply now! Potential applicants should send their applications to our official channel before the September 23, 2025 deadline. Join us at Mutual Trust Bank PLC—where your leadership can inspire others!