Team Leader – Call Center Operations (TELCO)

Job Description

Title: Team Leader – Call Center Operations (TELCO)

Company Name: Intellier Ltd.

Vacancy: 2

Age: 22 to 32 years

Job Location: Dhaka (Kawran Bazar)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Call Center

• Bachelor/Honors

• 1 to 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Call Center

• Age 22 to 32 years

• Strong leadership and people management skills.

• Excellent communication skills in Bangla and English.

• Proficiency in Microsoft Office applications, especially Excel and PowerPoint.

• Strong analytical and problem-solving abilities.

• Ability to work under pressure and manage multiple priorities.

• Supervise and manage a team of Call Center Agents to ensure smooth day-to-day operations.

• Monitor team performance and ensure achievement of service levels and operational KPIs.

• Conduct regular coaching, mentoring, and performance feedback sessions.

• Handle escalated customer issues and provide timely resolutions.

• Prepare and maintain operational reports, attendance records, and performance dashboards.
  
  Ensure compliance with company policies, client requirements, and quality standards.

• Coordinate with internal departments and stakeholders to improve service delivery.

• Analyze operational data and identify opportunities for process improvement.

• Manage roster planning, leave management, and workforce allocation.

• Support management in implementing new projects, campaigns, and operational initiatives.