Team Leader/ Incharge (Call Center & Digital Monitoring)

Job Description

Title: Team Leader/ Incharge (Call Center & Digital Monitoring)

Company Name: JSK Group

Vacancy: --

Age: At least 21 years

Job Location: Dhaka

Salary: Negotiable

Experience:

Published: 2026-10-04

Application Deadline: 2026-11-03

Education:

• Bachelor Degree in any Discipline.

• Age At least 21 years

JSK Group is a diversified and rapidly growing business group operating across multiple sectors including Hospitals, Diagnostic Centers, Transport, Brokerage House, Travel Agency.

All business units are integrated under a centralized digital monitoring system, including CCTV surveillance, staff digital attendance, and real-time operational monitoring, ensuring efficiency, transparency, and operational control.

To strengthen this system, the company is seeking an experienced and competent Team Leader / Incharge for (Call Center & Digital Monitoring) to oversee all monitoring activities, manage the monitoring team, and ensure smooth, secure, and efficient operations across all units.

Job Responsibilities:

·         Track live metrics, chats, emails, and calls using monitoring software to ensure response times, service level agreements (SLAs), and brand guidelines are met.

• Oversee centralized digital monitoring systems across all business units

• Host regular one-on-one sessions, review recorded interactions, and provide actionable feedback to improve soft skills and first-contact resolution

• Monitor staff attendance, activities, and operational performance digitally

• Supervise CCTV surveillance and control room operations

• Identify and report irregularities, risks, and security issues

• Ensure proper functioning of digital attendance & monitoring systems

• Lead and manage the digital monitoring team

• Prepare daily, weekly, and monthly monitoring reports

• Coordinate with departments for operational control and improvement

• Implement and improve digital monitoring tools and strategies