Call Center Team Leader / Supervisor

Job Description

Title: Call Center Team Leader / Supervisor

Company Name: Pendulum Motion

Vacancy: 1

Age: Na

Job Location: Dhaka (Adabor)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, BPO/ Data Entry Firm, Call Center, E-commerce
• Freshers are also encouraged to apply.

• Bachelor degree in any discipline

• 1 to 3 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, BPO/ Data Entry Firm, Call Center, E-commerce
• Freshers are also encouraged to apply.

• 1–3 years of experience in team leading/supervisory roles in a call center.
• Proficient in Microsoft Excel, CRM, and reporting tools.
• Strong leadership, communication, and interpersonal skills.
• Solid understanding of customer service and telesales dynamics.
• Result-driven mindset with the ability to lead a small, dynamic 24/7 team.

• Design and implement SOPs for new campaigns and processes.

• Recruit, train, and coach call center agents for both inbound and outbound projects.

• Monitor daily team performance and enforce quality control (QC) metrics.

• Conduct call evaluations, feedback sessions, and performance reviews.

• Prepare and manage 24/7 agent roster (Excel or tools).

• Ensure achievement of KPI targets, customer satisfaction, and sales goals.

• Analyze call trends and recommend process improvements.

• Prepare daily, weekly, and monthly reports and dashboards.

• Supervise team discipline, attendance, and ensure CRM usage and documentation.