Digicon Technologies PLC.
Requirements
Education
Bachelor/Honors
Experience
5 to 8 years
The applicants should have experience in the following business area(s): Training Institutes, IT Enabled Service, BPO/ Data Entry Firm, Call Center
Additional Requirements
Strong leadership and people management capability
Excellent communication (verbal and written)
Deep understanding of BPM KPIs and operations
Strong analytical and problem-solving mindset
5+ years in BPM, with 2/3 years in a leadership role
Responsibilities & Context
Service Delivery and Performance
Ensure daily operations run smoothly and all SLAs/KPIs are achieved
Monitor AHT, CSAT, FCR, productivity, shrinkage & quality scores
Oversee shift planning, real-time floor management & adherence
Drive effective attrition management to ensure staffing stability and smooth service delivery People Leadership
Lead, coach, and develop Team Leaders and frontline agents
Manage performance, engagement, attrition & resource planning
Conduct evaluations, feedback sessions & skill development initiatives
Client and Stakeholder Management
Act as the primary operational contact for clients
Lead WBR/MBR/QBR reviews, RCA discussions & performance updates
Build strong client relationships that support business growth
Process and Quality Improvement
Analyze data to identify trends, root causes & improvement areas
Implement corrective action plans and SOP enhancements
Collaborate with Quality & Training teams to close capability gaps
Cross-Functional Collaboration
Ensure smooth coordination with Quality & Training
Reporting and Governance
Prepare daily/weekly/monthly performance reports
Ensure compliance with data security, audit standards & client protocols
Drive continuous improvement and operational excellence
Skills & Expertise
Communication
Leadership
Problem solving and decision making
Other Relevant Skills
Root Cause Analysis
Workplace
Work at office
Employment Status
Full Time
Job Location
Dhaka
To apply for this job email your details to apply@chakricircular.com