Team Leader – BPO (Project Based)

Job Context:

Riseup Labs looking for an experienced  Team Leader, who will be responsible for leading a team of Inbound Customer Service Agents, ensuring operational efficiency, maintaining quality standards, and achieving client KPIs. The role focuses on coaching, motivation, and daily performance management.

Job Responsibilities:

• Supervise daily activities of Customer Service Agents.
• Monitor agent productivity and adherence.
• Conduct daily huddles and team briefings.
• Provide regular coaching and feedback.
• Ensure achievement of operational KPIs.
• Monitor attendance and schedule adherence.
• Handle customer escalations.
• Conduct one-on-one performance reviews.
• Collaborate with QA and Training teams to improve agent performance.
• Prepare daily and weekly team performance reports.
• Identify training needs and recommend development plans.
• Promote employee engagement and team morale.

Required Qualifications:

• HSC/A-Level/Graduation in any discipline (preferred).
• 1–2 years of experience in a Call Center/BPO environment.
• Previous experience as a Team Leader or Senior Customer Service Representative preferred.
• Strong knowledge of inbound customer support operations.
• Excellent communication and interpersonal skills.
• Ability to motivate and coach team members.
• Strong analytical and problem-solving skills.
• Good knowledge of Microsoft Office.

Preferred Skills:

• KPI management.
• Conflict resolution.
• Time management.
• Performance coaching.
• Customer service excellence.

Employement Type:

Contractual (2 months)

Workplace: 

• Uttara, Dhaka

Working Hour:

• 07.00 PM- 04.30 AM

Salary: 

• Negotiable

Compensation & Other Benefits:

• Weekly Holidays (Saturday and Sunday)
• Fully Subsidised Lunch/Dinner.

The Application Process:

• Telephone Round.
• Interview with the Operations Manager & Talent Acquisition Team.
• Job Offer.

N.B.: Only shortlisted candidates will be communicated in the recruitment process.