Team Leader - Domestic Call Center Operation
Job Description
Title: Team Leader - Domestic Call Center Operation
Company Name: InfoTitan Limited
Vacancy: 01
Age: 28 to 35 years
Job Location: Dhaka (Baridhara)
Salary: Tk. 22000 - 25000 (Monthly)
Experience:
- 3 to 5 years
- The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center
Published: 2026-10-05
Application Deadline: 2026-11-04
Education:
- Bachelor/Honors
Requirements:
- 3 to 5 years
- The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center
Skills Required: Call Centre Supervision/ Management,Customer Care,ITES or BPO industry,Telecommunication Service
Additional Requirements:
- Age 28 to 35 years
Responsibilities & Context:
Supervise and monitor daily call center operations, ensuring efficiency and adherence to processes.
Develop strategies to improve customer service quality and operational efficiency.
Coordinate the launch of new projects and develop standard operating procedures (SOPs) for process implementation.
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.
Implement and optimize CRM tools and call center software.
Prepare and present regular reports on call center performance, and key metrics to senior management & to the Clients.
Assist in identifying and pursuing new business opportunities to drive revenue growth.
Job Other Benifits:
- Mobile bill,Weekly 2 holidays,T/A
- Salary Review: Yearly
- Festival Bonus: 2
Employment Status: Full Time
Job Work Place: Work at office
Company Information:
Gender: Both 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
