Team Leader, Call Center

Job Description

Title: Team Leader, Call Center

Company Name: Naturo

Vacancy: 03

Age: Na

Job Location: Dhaka

Salary: Tk. 16000 - 19000 (Monthly)

Experience: --

Published: 2026-08-04

Application Deadline: 2026-09-03

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

NATURO is a fast-growing natural and halal consumer products company. We are looking for Team Leader who can run the floor day to day, protect the quality of every customer interaction, drive the team toward targets, and resolve issues before they escalate. As our products include pure honey, natural foods, and Unani-related items, the incumbent must build strong product knowledge and ensure that no agent ever makes an exaggerated or unsupported claim to a customer.

Job Responsibilities

• Supervise a big team of call center agents across Inbound, Outbound, Complaint Management, and Digital desks.

• Conduct daily Team briefings on targets, running offers, new products, and previous-day learnings.

• Maintain shift, break, and leave rosters ensuring adequate manpower coverage at all operating hours.

• Coordinate with the Quality Assurance team to identify weak performers and implement individual improvement plans.

• Break down and distribute daily, weekly, and monthly sales targets; monitor achievement continuously.

• Ensure timely and accurate order confirmation calls, with special attention to address, quantity, and contact details.

• Analyze order cancellation and return rates, identify root causes, and take preventive action.

• Plan and execute outbound campaigns for incomplete orders, abandoned carts, and lapsed customers.

• Handle escalated customer complaints personally and ensure quick resolution within policy limits.

• Maintain complete complaint documentation and escalate recurring issues to the concerned department.

• Prepare daily, weekly, and monthly performance reports and present findings to the Manager, Call Center.

• Maintain individual agent performance records for monthly and quarterly evaluation.

• Conduct induction training for new agents on product knowledge, call handling, software, and company policy.

• Run regular refresher and role-play sessions; brief the team ahead of every new product launch.

• Coordinate with Courier & Logistics, Warehouse teams for accurate customer communication.

• Ensure confidentiality of customer data and full compliance with company policy and values.

• Maintain discipline, mutual respect, and a positive working environment on the floor.

• Salary Review: Yearly
• Festival Bonus: 2