Call Center Supervisor (Executive/ Senior Executive) - For Petromax LPG Limited - Job ID: 1423204

Petromax LPG Limited is looking for Call Center Supervisor (Executive/ Senior Executive)Key PointsJob Grade: Executive/Senior ExecutiveFunction: Sales & MarketingDepartment: Call CenterJob Location: DhakaWeekend: FridayJob Description / ResponsibilityThis role is responsible to lead and coach the call center team to achieve service excellence, manage data analytics for decision-making, and conduct market/customer visits to identify pain points and improve service quality. The responsibilities are as follows :Lead and coach call center team to meet performance targets, KPIs, and service standards.Monitor real-time call metrics (e.g., volume, wait times, abandonment rates) and adjust staffing or workflows as needed.Evaluate call quality and agent adherence to procedures through regular audits and feedback sessions.Conduct performance reviews, coaching, and training to enhance agent skills and productivity.Coordinate training and refresher sessions based on performance analytics and customer feedback.Handle customer escalations and ensure timely resolution of complex issues.Collaborate with Brand & Communications and other departments to translate insights into service improvements.Conduct market and customer visits to gather feedback and identify service pain points.Ensure compliance with data privacy regulations, reporting standards, and internal policies.Generate and analyze performance reports to identify trends and improvement opportunities.Present key findings, insights, and recommendations to line manager.Support recruitment, onboarding, and retention efforts for call center staff.Educational RequirementsBachelor/HonorsSkills Required: Customer Service, Call Center OperationExperience Requirements3 to 5 year(s)The applicants should have experience in the following business area(s): Call CenterRequirementsMinimum 3-5 years of experience in Call Center, with at least 2 years experience in leading a team.Must have good command over MS Office tools.Ability to translate customer data into actionable insights.Experience with data analytics tools or CRM systems and field research or customer experience projects will get preference.Job LocationDhaka