Team Leader, Inbound Call Center
Job Description
Title: Team Leader, Inbound Call Center
Company Name: Intellier Ltd.
Vacancy: --
Age: 20 to 35 years
Job Location: Dhaka, Dhaka (Kawran Bazar)
Salary: Negotiable
Experience:
- 1 to 3 years
- The applicants should have experience in the following business area(s): Call Center
Published: 2026-09-10
Application Deadline: 2026-09-16
Education:
- Bachelor/Honors
Requirements:
- 1 to 3 years
- The applicants should have experience in the following business area(s): Call Center
Skills Required: Collaboration and Teamwork,Communication,Customer Care,Problem solving and decision making,Teamwork
Additional Requirements:
- Age 20 to 35 years
Responsibilities & Context:
Lead and supervise the Inbound Customer Service team to achieve AHT, Service Level, Quality, CSAT, FCR, productivity, and adherence targets.
Monitor team performance, call queues, attendance, and service levels; provide coaching, feedback, and performance improvement support.
Handle complex customer complaints and escalations, ensuring timely and accurate resolution in line with Robi policies, SOPs, and compliance requirements.
Ensure proper call handling, customer verification, CRM documentation, data privacy, and service quality across all customer interactions.
Coordinate with QA, Training, WFM, Technical, Billing, and Operations teams and prepare regular performance reports and improvement plans.
Identify performance gaps and provide coaching, feedback, and development support to improve agent performance and service quality.
Prepare regular performance reports, identify improvement opportunities, and drive a customer-centric service culture.
Job Other Benifits:
- Lunch Facilities: Partially Subsidize
Employment Status: Contractual
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
