Team Leader – Inbound & Outbound (Voice)

Job Context:

Riseup Labs is looking for a Team Leader for Inbound & Outbound (Voice) operations to oversee daily team performance, ensure service quality, and meet sales or support targets. Responsibilities include monitoring calls, providing training, and driving team efficiency. Strong leadership, communication, and experience in voice-based customer service are essential for success.

Job Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Conduct regular performance reviews, coaching sessions, and provide feedback to team members.
• Manage team schedules, monitor attendance, and ensure adequate staffing levels are maintained.
• Oversee daily operations of inbound and outbound call activities to ensure efficiency and effectiveness.
• Ensure that all customer interactions are handled professionally and in compliance with company policies and standards.
• Monitor call center metrics, including average handling time, call resolution rates, and customer satisfaction scores, to identify areas for improvement.
• Analyze team performance data and implement strategies to improve productivity and customer satisfaction.
• Identify training needs and coordinate with training departments to deliver necessary training to the team.
• Act as a liaison between the team and upper management, ensuring that team members are well-informed about company updates and policies.
• Handle escalated customer issues and complaints, providing resolutions and support as needed.
• Conduct regular audits of customer interactions to ensure quality standards are met.
• Develop and implement action plans to address any identified gaps in service quality.
• Prepare and present reports on team performance, highlighting successes and areas needing attention.
• Use data-driven insights to make informed decisions about team management and operational adjustments.

Additional Requirements:

• Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory role.
• Proven experience in inbound, outbound, and digital service operations.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficient in using call center software and CRM systems.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills and ability to handle high-pressure situations.
• Proficient in using call center software and CRM systems.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills and ability to handle high-pressure situations.

Workplace: 

• Uttara, Dhaka

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 Team Lead & Talent Acquisition Team.
• Job Offer.