Job Description
Title: Team Lead - Order Verification, Customer Operations
Company Name: A concern of US Bangla Group
Vacancy: --
Location: Dhaka
Maximum Salary: Negotiable
Experience:
∎ 3 to 4 years
∎ The applicants should have experience in the following business area(s):Telecommunication, Call Center, E-commerce
Published: 29 Jul 2024
Education:
∎ Bachelor/Honors
Requirements:
Responsibilities & Context:
∎ Monitor and drive individual and team performance, usually against a set of key performance indicators (KPIs).
∎ Prepare weekly reports for the Department.
∎ Coach and develop your team on a regular basis and measure the improvement.
∎ Motivate your team to ensure a positive mindset and customer-focused attitude remains throughout.
∎ Diffuse angry customers and handle issues that cannot be fielded by representatives/ATLs, RCM.
∎ Audit calls and give feedback to agents on how they can improve.
∎ Hold day-to-day sessions with underperformers.
∎ Conduct agent-wise call calibration with the quality assurance team for QA monitoring.
∎ Identify and address any people issues, and be a pillar of support for team members.
∎ Attend “huddles” and keep the team updated.
∎ Prepare rosters, keep track of leave approvals, and manage overtime data.
∎ Job Summary:
∎ This role involves utilizing your skills in monitoring and driving team performance, preparing reports, coaching and developing team members, diffusing difficult customer situations, providing performance feedback along with identifying and addressing team issues.
∎
∎ Responsibilities:
∎ Monitor and drive individual and team performance, usually against a set of key performance indicators (KPIs).
∎ Prepare weekly reports for the Department.
∎ Coach and develop your team on a regular basis and measure the improvement.
∎ Motivate your team to ensure a positive mindset and customer-focused attitude remains throughout.
∎ Diffuse angry customers and handle issues that cannot be fielded by representatives/ATLs, RCM.
∎ Audit calls and give feedback to agents on how they can improve.
∎ Hold day-to-day sessions with underperformers.
∎ Conduct agent-wise call calibration with the quality assurance team for QA monitoring.
∎ Identify and address any people issues, and be a pillar of support for team members.
∎ Attend “huddles” and keep the team updated.
∎ Prepare rosters, keep track of leave approvals, and manage overtime data.
Skills & Expertise:
Compensation & Other Benefits:
∎ Mobile bill, Weekly 2 holidays, Insurance
∎ Salary Review: Yearly
∎ Lunch Facilities: Full Subsidize
∎ Festival Bonus: 2
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka
Company Information:
∎ A concern of US Bangla Group
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 28 Aug 2024
Category: Customer Support/Call Centre
