Team Leader (Non-Voice)

Job Context:

Riseup Labs is looking for a Non-Voice Team Leader to manage a team handling WeChat, social media, web, and email inquiries. Ensure timely, accurate responses, monitor performance, and provide training to enhance customer satisfaction. Strong leadership and digital customer service experience are essential for success in this role.

Job Responsibilities:

• Supervise and lead a team of non-voice agents.
• Monitor team performance and provide regular feedback.
• Conduct regular team meetings and training sessions.
• Address any issues or conflicts within the team.
• Track and analyze key performance indicators (KPIs) for the team.
• Ensure all agents meet or exceed performance targets.
• Implement improvement plans for underperforming agents.
• Oversee customer interactions across all non-voice channels, including WeChat, social media chat, web chat, and email.
• Ensure responses are timely, accurate, and professional.
• Handle escalated customer issues and complaints.
• Provide feedback and coaching to agents to improve quality.
• Maintain a high standard of customer service.
• Prepare and present regular performance reports to the management.
• Maintain accurate records of team performance and activities.
• Provide insights and recommendations based on data analysis.

Additional Requirements:

• Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or team leader position.
• Strong leadership and team management skills.
• Excellent written and verbal communication skills.
• Proficient in using CRM software and other customer service tools.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and conflict-resolution skills.
• High level of attention to detail and organizational skills.
• Ability to work under pressure and meet deadlines.
• Familiarity with WeChat, social media platforms, web chat tools, and email communication.
• Experience in handling high-volume customer interactions.

Workplace: 

• Uttara, Dhaka

Working Hours:

• 07pm-08am (Night Shift)

Salary: 

• Negotiable(Based on experience and skills)

Compensation & Other Benefits:

• Annual Performance Evaluation and Increment
• Fully Subsidized Food
• Annual Retreats
• Team Outing
• Weekly 2 holidays (Depends on Roaster)

The Application Process:

• Telephone Round.
• Interview with the Product Team Lead & Talent Acquisition Team.
• Final Interview with the CEO.
• Job Offer.