Impel Service & Solutions Limited

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Summary

Education

Experience

2 to 3 years
The applicants should have experience in the following business area(s):
Training Institutes, Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center

Floor Operations Management: Oversee daily operations and administrative tasks on the operations floor.
Performance Tracking and Feedback: Monitor agent performance, provide regular feedback, and identify areas for improvement.
Team Review and Planning: Conduct weekly team reviews to discuss performance, identify opportunities, and develop action plans.
KPI Management: Ensure team meets all defined Key Performance Indicators (KPIs) related to attrition, productivity, process improvement, and quality parameters.
Individual Development Plans: Develop and implement individual development plans to enhance agent performance.
Call Monitoring and Coaching: Monitor agent calls, provide feedback, and deliver coaching to improve performance.
Escalation Management: Handle escalated calls from supervisors.
Recognition and Accountability: Recognize and reward excellence while addressing poor performance.
Compliance Monitoring: Ensure adherence to defined parameters for attendance, schedule, and call quality.
Reporting: Compile and generate daily, weekly, and monthly reports on relevant processes as needed by the business.
Partner Management: Coordinate with internal and external stakeholders, clients, and partners to ensure seamless operational collaboration.

Yearly 02 Festival Bonus & Other Benefits will be given as per company policy.

Work at office

Full Time

Dhaka (Uttara)