Executive / Senior Executive - Team Leader
Job Description
Title: Executive / Senior Executive - Team Leader
Company Name: Impel Service & Solutions Limited
Vacancy: 5
Age: Na
Job Location: Dhaka (Uttara)
Salary: Negotiable
Experience: --
Published: 2026-09-09
Application Deadline: 2026-10-09
Education:
Requirements: --
Skills Required:
Additional Requirements:
Responsibilities & Context:
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.
Job Other Benifits:
Yearly 02 Festival Bonus & Other Benefits will be given as per company policy.
Employment Status: Full Time
Job Work Place: Work at office
Company Information:
Gender: Both Male and Female can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category: Customer Service/Call Centre
