Intellier Ltd.
Requirements
Education
Bachelor/Honors
Experience
1 to 3 years
The applicants should have experience in the following business area(s): Call Center
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.
Skills & Expertise
Collaboration and Teamwork
Communication
Customer Care
Problem solving and decision making
Teamwork
Compensation & Other Benefits
Lunch Facilities: Partially Subsidize
Workplace
Work at office
Employment Status
Contractual
Job Location
Dhaka, Dhaka (Kawran Bazar)
To apply for this job email your details to apply@chakricircular.com