Call Centre - Team Lead / Agent

Job Description

Title: Call Centre - Team Lead / Agent

Company Name: SQUARE Pharmaceuticals PLC.

Vacancy: --

Age: At least 24 years

Job Location: Dhaka

Salary: --

Experience:

Published: 2026-10-05

Application Deadline: 2026-10-13

Education:

For Team Lead: Graduate in any discipline with minimum two years of experience as a Team Lead in a Call Centre

For Agent: Diploma / Graduate or currently persuing graduation Experience in a call center will be added advantage.

• Age At least 24 years

SQUARE Pharmaceuticals PLC., the flagship company of SQUARE Group and certified by major international pharmaceutical regulatory authorities, is holding the 1st position in the pharmaceutical industry among all national and multinational companies of Bangladesh since 1985. SQUARE Pharmaceuticals PLC. has become a global player starting its operation in Kenya. Right now we are looking for smart, energetic and result oriented team members, who will share with us our pride and support our continuous growth. If you think you have what it takes to be a member of SQUARE, do not wait to apply as:

Work Station : Corpoprate Headquaters

Major Duties and responsibilities:

For Team Lead:

• Supervise daily shift operations for inbound, outbound, and digital channels managing attendance, break schedules, workload distribution, and workforce allocation.

• Monitor team KPIs including Service Level, Call Answer Rate, Average Speed of Answer (ASA), First Call Resolution (FCR), and Customer Satisfaction (CSAT). Conduct regular call reviews, deliver targeted coaching, guide onboarding.

• Resolve escalated complaints and service issues by coordinating directly with internal teams, depots, delivery partners, and key stakeholders. Ensure meticulous CRM logging and tracking for all inquiries, tickets, and follow-ups.

• Oversee outbound operations, including complaint follow-ups, order confirmations, customer surveys, promotional campaigns, and service recovery outreach.

• Prepare and review daily, weekly, and monthly performance reports to deliver actionable insights to management. Identify recurring customer friction points to continuously enhance SOPs, FAQs, and service delivery processes.

For Agent:

• Manage daily operations across calls, email, website, social media, and SMS to deliver steady, high-quality support under pressure.

• Handle inbound and outbound calls for orders, product questions, promotions, and onboarding to boost SHC100 adoption.

• Log, track, and resolve complaints in the CRM, and make follow-up calls for surveys, order checks, and service recovery.

• Work with internal teams, depots, and delivery partners to solve issues faster and improve First-Contact Resolution (FCR).

Attractive remuneration package will be offered