Executive - Team Leader

Job Description

Title: Executive - Team Leader

Company Name: Impel Service & Solutions Limited

Vacancy: --

Age: Na

Job Location: Dhaka (Uttara)

Salary: Negotiable

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): Training Institutes, Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• 2 to 3 years
• The applicants should have experience in the following business area(s): Training Institutes, Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center

1. Floor Operations Management: Oversee daily operations and administrative tasks on the operations floor.
2. Performance Tracking and Feedback: Monitor agent performance, provide regular feedback, and identify areas for improvement.
3. Team Review and Planning: Conduct weekly team reviews to discuss performance, identify opportunities, and develop action plans.
4. KPI Management: Ensure team meets all defined Key Performance Indicators (KPIs) related to attrition, productivity, process improvement, and quality parameters.
5. Individual Development Plans: Develop and implement individual development plans to enhance agent performance.
6. Call Monitoring and Coaching: Monitor agent calls, provide feedback, and deliver coaching to improve performance.
7. Escalation Management: Handle escalated calls from supervisors.
8. Recognition and Accountability: Recognize and reward excellence while addressing poor performance.
9. Compliance Monitoring: Ensure adherence to defined parameters for attendance, schedule, and call quality.
10. Reporting: Compile and generate daily, weekly, and monthly reports on relevant processes as needed by the business.
11. Partner Management: Coordinate with internal and external stakeholders, clients, and partners to ensure seamless operational collaboration.

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