Call Center Team Leader / Supervisor

Pendulum Motion

Adabor, Dhaka
Permanent
Full-time

4 days ago

Responsibilities & Context:Design and implement SOPs for new campaigns and processes.Recruit, train, and coach call center agents for both inbound and outbound projects.Monitor daily team performance and enforce quality control (QC) metrics.Conduct call evaluations, feedback sessions, and performance reviews.Prepare and manage 24/7 agent roster (Excel or tools).Ensure achievement of KPI targets, customer satisfaction, and sales goals.Analyze call trends and recommend process improvements.Prepare daily, weekly, and monthly reports and dashboards.Supervise team discipline, attendance, and ensure CRM usage and documentation.Education Requirements:

Bachelor degree in any discipline

Experience:

1 to 3 years
The applicants should have experience in the following business area(s): Banks, Telecommunication, BPO/ Data Entry Firm, Call Center, E-commerce
Freshers are also encouraged to apply.

Additional Job Requirements:

1-3 years of experience in team leading/supervisory roles in a call center.
Proficient in Microsoft Excel, CRM, and reporting tools.
Strong leadership, communication, and interpersonal skills.
Solid understanding of customer service and telesales dynamics.
Result-driven mindset with the ability to lead a small, dynamic 24/7 team.

Skills & Expertise:Customer Support,Leadership and teamwork,Microsoft Excel

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