Executive / Senior Executive - Team Leader - For Impel Service & Solutions Limited - Job ID: 1420393

Impel Service & Solutions Limited is looking for Executive / Senior Executive - Team LeaderKey PointsThe Team Leader is a pivotal role responsible for the direct supervision, mentorship, and development of a team of call center agents. This individual will drive team performance to exceed key performance indicators (KPIs), foster a culture of high-quality customer service, and ensure strict adherence to company processes. By providing continuous coaching, managing daily operations, and cultivating a positive work environment, the Team Leader empowers their team to achieve excellence and contribute to the overall success of the contact center.Job Description / Responsibility1. Team ManagementSupervise and motivate agents to meet daily targets.Manage shift schedules, attendance, and daily briefings.2. Performance & QualityMonitor KPIs (AHT, CSAT, FCR, Quality) and ensure process compliance.Conduct call audits, provide feedback and implement improvement plans.3. Training & DevelopmentCoach team members and support new hire onboarding.Share updates and ensure process knowledge is current.4. Reporting & CommunicationPrepare performance reports and escalate issues when needed.Act as a communication bridge between team and management.5. Customer Experience & ImprovementHandle escalated cases and ensure excellent customer service.Suggest process improvements and encourage team feedback.Educational RequirementsBachelor/HonorsCandidates must have minimum Bachelor/Honors degree in any discipline from any renowned educational institute.Skills Required: Team LeadershipExperience Requirements2 to 4 year(s)The applicants should have experience in the following business area(s):BPO/ Data Entry Firm,Call CenterAdditional Requirements1 year in a leadership role will be preferred from any reputed BPO or Service Industry.Strong communication and people management skills.Proficiency in MS Office and CRM systems.Good analytical and problem-solving abilities.Willingness to work in shifts and handle pressure situations.Job LocationDhaka (Uttara)