Customer Service Supervisor
2 weeks ago
ADN Telecom Limited
is looking for
Customer Service Supervisor
Job Description / Responsibility
We are seeking experienced Customer Service Supervisor to manage day-to-day operations, ensure service quality, and lead a team of customer service executives in a compliance-driven environment.
- Supervise and monitor daily call center operations.
- Ensure adherence to SOPs, scripts, quality, and compliance standards.
- Monitor live calls and evaluate agent performance.
- Ensure team KPIs (AHT, CSAT, FCR, compliance) are met.
- Handle escalated customer complaints and critical service issues.
- Prepare daily, weekly, and monthly operational performance reports.
- Conduct coaching, training, and performance review sessions.
- Coordinate with internal stakeholders to improve service delivery.
Educational Requirements
- Bachelor/Honors
- Bachelor's degree in Business, Management, or relevant discipline.
- Skills Required: Microsoft Office, Good communication skills in both English and Bangla
Experience Requirements
- 2 to 4 year(s)
- The applicants should have experience in the following business area(s): Call Center
Additional Requirements
- At least 1 year of experience in a supervisory role preferred
- Banking or financial services call center experience will be an advantage
- Strong leadership and people management skills.
- Excellent communication skills in Bangla and English.
- Hands-on experience with CRM systems and call monitoring tools.
- Strong reporting and analytical skills.
- Ability to work in rotational shifts
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