Team Leader- BPO

Job Context:

Riseup Labs is looking for  "Team Leader", who will be responsible for managing multiple inbound customer service teams while ensuring operational excellence, service quality, productivity, and client satisfaction. This role provides leadership to Team Leaders, monitors KPIs, coaches frontline leadership, and works closely with Operations Management to achieve business objectives.

Job Responsibilities:

• Lead and supervise multiple Team Leaders and their respective customer service teams.
• Drive operational performance to meet or exceed client Service Level Agreements (SLAs).
• Monitor team performance using KPIs such as:
  • Service Level
  • Average Handle Time (AHT)
  • Customer Satisfaction (CSAT)
  • First Call Resolution (FCR)
  • Quality Score
  • Attendance & Adherence.
• Conduct regular coaching sessions with Team Leaders.
• Analyze performance reports and implement improvement plans.
• Ensure consistent compliance with company policies and client requirements.
• Handle escalated customer concerns when necessary.
• Coordinate with QA, Training, Workforce Management, and HR teams.
• Prepare daily, weekly, and monthly operational reports.
• Support hiring, onboarding, and performance evaluations.
• Foster a positive, high-performance work environment.

Requirements:

• HSC/A-Level/Graduation in any discipline (preferred).
• Minimum 2-3 years of experience in a Call Center/BPO environment.
• At least 1-3 years in a leadership role managing multiple teams.
• Strong knowledge of inbound customer service operations.
• Excellent leadership and people management skills.
• Advanced reporting and analytical abilities.
• Excellent English communication skills (spoken and written).
• Proficiency in Microsoft Excel and Google Sheets.

Preferred Skills:

• Client management experience.
• Strong conflict resolution abilities.
• Performance coaching expertise.
• Ability to work under pressure and manage multiple priorities.

Employment Type:

• Full-Time (Contractual-Renewable)

Workplace: 

• Uttara, Dhaka

Office Time:

• 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.