Senior Team Lead – Operations

Job Description

Title: Senior Team Lead – Operations

Company Name: Falgun Shop

Vacancy: 5

Age: 18 to 30 years

Job Location: Dhaka (Lalbagh)

Salary: Tk. 20000 - 30000 (Monthly)

Experience:

• At least 1 year
• The applicants should have experience in the following business area(s): E-commerce, F-commerce

• Master of Business Administration (MBA) in Marketing
• Bachelor of Business Administration (BBA) in Marketing

• At least 1 year
• The applicants should have experience in the following business area(s): E-commerce, F-commerce

• Age 18 to 30 years

• Solid understanding of e-commerce sales fundamentals, digital channels, and CRM software.

• ​Excellent communication skills in both Bengali and English.

• ​Strong negotiation and problem-solving abilities.

• Ability to work under pressure and consistently meet sales targets.

Key Responsibilities:

• Senior Team Leadership & Supervision: Lead, mentor, and supervise a team of senior agents across all LOBs, ensuring accountability, discipline, and consistent performance.

• Performance Monitoring: Track individual and team KPIs, identify performance gaps, and implement corrective action plans.

• Return & Complaint Ratio Reduction: Analyze root causes of returns and complaints, and design strategies to minimize them.

• Sales Strategy Execution: Execute sales strategies to drive daily/monthly targets across all channels.

• Up-Sell & Cross-Sell Growth: Identify opportunities and coach agents to maximize up-sell and cross-sell conversions, increasing revenue per customer interaction.

• Agent Growth & Development: Build training and coaching plans that improve agent skills, productivity, and career progression.

• Scheduling & Shift Management: Plan and manage shift rosters to ensure optimal coverage across all Lines of Business.

• Reporting & Communication: Prepare and present performance reports to senior management; maintain clear communication across teams.

• Process Optimization: Continuously review and refine workflows to improve efficiency and customer experience.

• Quality Assurance (QA): Enforce and monitor QA standards and compliance across all customer touchpoints.

• Overall LOB Ownership: Take full ownership of Voice, Non-Voice, Telesales, and Issue Resolution (IR) operations, ensuring alignment with business goals.

• E-Commerce Operations Expertise: Apply strong e-commerce operations knowledge to align service delivery with broader business objectives.