Key Responsibilities:
- Lead and supervise the Inbound Customer Service team to achieve AHT, Service Level, Quality, CSAT, FCR, productivity, and adherence targets.
- Monitor team performance, call queues, attendance, and service levels; provide coaching, feedback, and performance improvement support.
- Handle complex customer complaints and escalations, ensuring timely and accurate resolution in line with Robi policies, SOPs, and compliance requirements.
- Ensure proper call handling, customer verification, CRM documentation, data privacy, and service quality across all customer interactions.
- Coordinate with QA, Training, WFM, Technical, Billing, and Operations teams and prepare regular performance reports and improvement plans.
- Identify performance gaps and provide coaching, feedback, and development support to improve agent performance and service quality.
- Prepare regular performance reports, identify improvement opportunities, and drive a customer-centric service culture.
Required Skills and Qualifications:
- Minimum Bachelor’s degree from a recognized university; HSC/Diploma may be considered based on relevant experience.
- 1–3 years of experience in a call center/contact center/customer service environment, preferably in the telecommunications industry.
- Prior experience in a Team Leader / Senior Customer Service Representative / Supervisor role is preferred.
- Experience managing and coaching a team in a high-volume inbound contact center environment.
- Strong knowledge of customer service operations and contact-center KPIs.
- Excellent communication skills in Bangla and English.
- Strong customer handling, complaint management, probing, and problem-solving skills.
- Good understanding of AHT, Service Level, FCR, CSAT, Quality, adherence, and productivity metrics.
- Good working knowledge of CRM, ticketing, contact-center, and reporting systems.
- Basic to intermediate knowledge of MS Excel, Word, PowerPoint, and reporting tools.
- Ability to analyze performance data and identify trends and performance gaps.
- Strong escalation-handling and decision-making skills.
- Ability to work effectively under pressure in a high-volume contact-center environment.
- Willingness to work in rotational shifts, including nights, weekends, and public holidays, as required by business operations.
Key Competencies:
- Team Leadership & People Management
- Customer-Centric Mindset
- Communication & Active Listening
- Coaching & Performance Management
- Problem-Solving & Decision-Making
- Complaint & Escalation Management
- Performance & KPI Management
- Analytical & Reporting Skills
- Patience & Empathy
- Conflict Management
- Attention to Detail
- Accountability & Ownership
- Teamwork & Collaboration
- Adaptability & Resilience
Other Information:
- Position: Team Leader – Inbound Customer Service
- Process: For a telecom company
- Department: Customer Experience / Contact Center
- Location: Kawran Bazar
- Salary: 18k-20k
Apply Process:
Please, apply on this below mail “career@intellier.com” mentioning the position name in the subject line if you are interested or
you can visit our career section of the website: www.intellier.com/career