Executive / Senior Executive - Team Leader

Job Description

Title: Executive / Senior Executive - Team Leader

Company Name: Impel Service & Solutions Limited

Vacancy: 5

Age: At most 30 years

Job Location: Dhaka (Uttara)

Salary: Negotiable

Experience:

• 2 to 4 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• Candidates must have minimum Bachelor/Honors degree in any discipline from any renowned educational institute.

• 2 to 4 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

• Age At most 30 years

• 1 year in a leadership role will be preferred from any reputed BPO or Service Industry.

• Strong communication and people management skills.

• Proficiency in MS Office and CRM systems.

• Good analytical and problem-solving abilities.

• Willingness to work in shifts and handle pressure situations.

1.       Team Management

• Supervise and motivate agents to meet daily targets.

• Manage shift schedules, attendance, and daily briefings.

2.      Performance & Quality

• Monitor KPIs (AHT, CSAT, FCR, Quality) and ensure process compliance.

• Conduct call audits, provide feedback and implement improvement plans.

3.       Training & Development

• Coach team members and support new hire onboarding.

• Share updates and ensure process knowledge is current.

4.       Reporting & Communication

• Prepare performance reports and escalate issues when needed.

• Act as a communication bridge between team and management.

5.       Customer Experience & Improvement

• Handle escalated cases and ensure excellent customer service.

• Suggest process improvements and encourage team feedback.

Yearly 02 Festival Bonus & Other Benefits will be given as per company policy.