Call Center Operations Manager, (Manager/Deputy Manager)

Active

Banking, Call Center

Nikunja-2

Full Time

Any

Salary Negotiable

Vacancy 1 position

Experience (years) 3 – 5

Salary & vacancy

Salary: Negotiable

1 vacancy

Application

Deadline:

May 2, 2026 (1 month left)

Job Description

Prime Bank FinTech Limited is seeking an experienced Call Center Operations Manager to lead their customer service operations from Prime Tower in Dhaka. This mid-level management position offers an opportunity to oversee end-to-end call center operations, including inbound, outbound, support, and vendor management. The successful candidate will be responsible for achieving key performance indicators such as Service Level, Average Handling Time, First Call Resolution, and Customer Satisfaction while leading teams and optimizing workforce planning.

The Call Center Operations Manager will play a crucial role in driving process improvements and ensuring compliance with quality standards. This position requires someone with strong analytical skills who can identify process gaps and implement effective solutions. The role offers a challenging yet rewarding opportunity to make a significant impact on customer experience in the growing FinTech sector, with the chance to work in a dynamic environment at Prime Tower, Nikunja-2, Dhaka.

Requirements

• Experience: 3 – 5 years

Education Requirements

The position requires specific educational qualifications for effective management.

Bachelor’s/Master’s degree in Business Administration, Management, or related field
Relevant certifications in customer service or call center management

Experience Requirements

Candidates must possess substantial experience in call center operations management.

3-5 years of experience managing end-to-end call center operations
Proven track record in achieving KPIs (SL, AHT, FCR, CSAT)
Experience in handling escalations and ensuring compliance

Qualifications

Successful candidates will possess specific qualifications for this management role.

Strong analytical and problem-solving skills
Excellent communication and leadership abilities
Ability to work in fast-paced environment and manage multiple priorities

Skill Requirements

Call Center Operations Management
Team Leadership and Coaching
KPI Management (SL, AHT, FCR, CSAT)
Customer Service Excellence
Process Improvement
Vendor Management
Compliance and Quality Assurance
Workforce Planning
Escalation Handling
Analytical Problem Solving

Incentive & compensation

Compensation details will be discussed during the interview process.

How to apply for Prime Bank FinTech Limited jobs

Follow these steps to apply for the Call Center Operations Manager position.

Visit the external application link: https://atb-jobs.com/jobs/89216/call-center-operations-manager-manager-deputy-manager
Submit your application before the deadline of May 2, 2026
Ensure your resume highlights relevant call center management experience
Prepare for potential interview discussions about KPI achievement and team leadership

About Prime Bank FinTech Limited

Prime Bank FinTech Limited is a leading financial technology company in Bangladesh, operating from Prime Tower in Dhaka. The company specializes in innovative banking solutions and digital financial services, serving customers across the country with cutting-edge technology and customer-centric approaches.