Call Center Team Leader (Female)

Job Description

Title: Call Center Team Leader (Female)

Company Name: NextWave Solutions.

Vacancy: --

Age: Na

Job Location: Dhaka (Mohammadpur)

Salary: --

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• HSC

• 2 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Only Female

• Proven ability to lead and motivate high-performing call center teams to exceed targets.

• Strong verbal and written communication with team, clients, and management.

• Expertise in customer service, improving satisfaction and call quality metrics.

• Skilled in analyzing data, identifying trends, and implementing strategies for productivity.

• Experienced in coaching, feedback, and performance evaluations for team growth.

• Efficient in managing multiple tasks in fast-paced environments.

• Proficient in CRM systems, call monitoring tools, and workforce management software.

• Skilled in resolving conflicts professionally and effectively.

• Strong understanding of computers.

Office Time - 10am to 8pm

Responsibilities:

• Monitor and evaluate team performance, providing feedback and coaching for service quality and efficiency.

• Supervise daily operations, ensuring adherence to policies, procedures, and performance standards.

• Develop and implement training programs to enhance team skills and knowledge.

• Handle escalated customer issues, ensuring timely resolution and high customer satisfaction.

• Analyze performance metrics to identify trends, improvements, and growth opportunities.

• Coordinate schedules and manage resources to meet service level agreements.

• Foster a positive work environment, encouraging teamwork and accountability.

• Liaise with other departments to streamline processes and improve customer experience.

• Festival Bonus: 2

• Weekly Holiday 01

• A Supportive & Collaborative Work Environment,

• Other Facilities as per Company Policy.