Team Leader - Domestic Call Center Operation

Job Description

Title: Team Leader - Domestic Call Center Operation

Company Name: InfoTitan Limited

Vacancy: 01

Age: 30 to 35 years

Job Location: Dhaka (Baridhara)

Salary: Tk. 22000 - 25000 (Monthly)

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• 2 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, BPO/ Data Entry Firm, Call Center

• Age 30 to 35 years

• Supervise and monitor daily call center operations, ensuring efficiency and adherence to processes.

• Lead, motivate, and mentor a team of Customer Service Representatives to achieve KPIs(call handling time, service quality, customer satisfaction, and productivity).

• Provide regular coaching, training, and performance feedback to agents.

• Handle escalated calls and resolve customer complaints with professionalism.

• Prepare and share daily, weekly, and monthly performance reports with management & and Clients.

• Develop and implement strategies to improve service delivery and customer experience.

• Maintain discipline, punctuality, and professionalism within the team.

• Coordinate with HR, Training, and Operations teams for recruitment, training, and skill development.

• Ensure compliance with company policies, procedures, and regulatory requirements.

• Continuously monitor agent performance through call monitoring, QA reports, and real-time dashboards.

• Mobile bill,Weekly 2 holidays
• Salary Review: Yearly
• Festival Bonus: 2