Executive – Team Leader

Impel Service & Solutions Limited

Impel Service & Solutions Limited

Follow

More jobs from this company

Summary

• Vacancy: —
• Location: Dhaka (Uttara)
• Salary: Negotiable
• Experience: 2 to 3 years
• Published: 3 Jul 2024

Requirements

Education

• Bachelor/Honors

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

Responsibilities & Context

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.

Compensation & Other Benefits

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

Workplace

Work at office

Employment Status

Full Time

Job Location

Dhaka (Uttara)

Source link