Head of Customer Operations

- Own revenue performance: Set individual and team targets, track monthly achievement, and drive quarter-on-quarter revenue growth. - Drive conversion: Analyse sales performance, identify conversion gaps, and improve sales scripts, objection handling, coaching, package mix, and pricing. - Manage team performance: Track agent-level KPIs, conduct regular reviews, and implement coaching, PIP, or performance actions based on defined criteria. - Build motivation: Design bonus schemes and sales challenges, monitor performance, and ensure target-based incentives across the team. - Strengthen QA: Use call quality data to improve probing, value selling, urgency, objection handling, and payment commitment. - Improve operations: Develop SOPs, escalation processes, and call center readiness for new packages, campaigns, and business initiatives. - Lead cross-functional collaboration: Work closely with HR, Finance, QA, Management, and Jiji group call center teams to adopt proven practices.

- 5+ years in sales, 3+ years running a call center or telesales team of 15+ people with a monthly revenue target; you have personally taken a team from missing target to hitting it - Telecom, fintech, e-commerce, classifieds, insurance or banking telesales background - Strong with numbers: agent-level KPI tracking, bonus simulation, conversion analysis in Excel or Google Sheets; you read a target file and find the problem yourself - Coaching and QA: you have listened to calls, rebuilt scripts and moved a team's conversion, not only tracked it - Fluent Bangla, working English for written reporting to HQ; active use of AI tools in daily work - Bias for action: you bring decisions with numbers, not options