Team Leader - Careline Operations

Job Description

Title: Team Leader - Careline Operations

Company Name: Voice Tech Solutions

Vacancy: 5

Age: 25 to 35 years

Job Location: Dhaka (Mohakhali)

Salary: Negotiable

Experience:

• 1 to 5 years
• The applicants should have experience in the following business area(s): Telecommunication,IT Enabled Service,BPO/ Data Entry Firm,Call Center

Published: 2025-07-24

Application Deadline: 2025-08-23

Education:

• Bachelor of Business Administration (BBA)

Requirements:

• 1 to 5 years
• The applicants should have experience in the following business area(s): Telecommunication,IT Enabled Service,BPO/ Data Entry Firm,Call Center

Skills Required: BPO Industries,Call Centre Supervision/ Management,Call centre training,Customer Support/ Client Service,Leadership and Coaching,Monitoring and Supervision,Project Management,Team Leadership,Team management,Teamwork skills

Additional Requirements:

• Age 25 to 35 years

• Proven experience in a call center, customer service, or sales environment, with at least 1–2 years in a supervisory or team leader role.
• Strong analytical and problem-solving skills to support team development and performance improvement.
• Exceptional communication skills in both Bangla and English with a clear and professional accent.
• Ability to handle high-pressure situations, manage conflicts, and resolve issues effectively.
• Proficiency in Microsoft Office, especially Excel, and familiarity with CRM software.
• Target-oriented mindset with the ability to drive both service KPIs and sales goals
• Flexible to work in shifts as per roster duty, including extended hours if required.
• Self-motivated, confident, and a strong team player with a positive attitude

Responsibilities & Context:

• Monitor and guide the team to ensure smooth daily operations and adherence to service standards.

• Drive continuous improvement through coaching, mentoring, and regular performance reviews.

• Prepare and maintain daily, weekly, and monthly reports using Microsoft Excel and CRM tools.

• Handle escalated and critical consumer interactions with professionalism and empathy.

• Analyze team performance data to identify gaps, implement action plans, and ensure KPI achievement.

• Conduct regular training and knowledge-sharing sessions to enhance team competency.

• Ensure team compliance with company policies, processes, and quality standards.

• Coordinate with other departments to ensure seamless customer support.

• Assist management in process improvement initiatives and contribute ideas to enhance customer experience.

• Collaborate with management to implement operational strategies for improved efficiency.

• Foster a positive and motivating team environment while maintaining discipline and productivity.

• Participate in regular team meetings and provide operational updates to higher management.

Job Other Benifits:

• Salary Review: Yearly
• Festival Bonus: 2

• Starting Salary: Negotiable

• Higher initial salary than the proposed budget may be considered for exceptionally skilled candidates.

• Lucrative incentives on achieving monthly sales targets

• Festival Bonuses: 2 annually

• Lucrative rewards for achieving periodic targets

• Yearly Salary Review

• Career Growth: Career progression is a must for those who excel in their roles. We are committed to nurturing talent and providing opportunities for professional development.

Employment Status: Full Time

Job Work Place: Work at office

Company Information:

Gender: Male and Female can apply

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Category: Customer Service/Call Centre