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Impel Service & Solutions LimitedVerified
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1. Team Management
Supervise and motivate agents to meet daily targets.
Manage shift schedules, attendance, and daily briefings.
2. Performance & Quality
Monitor KPIs (AHT, CSAT, FCR, Quality) and ensure process compliance.
Conduct call audits, provide feedback and implement improvement plans.
3. Training & Development
Coach team members and support new hire onboarding.
Share updates and ensure process knowledge is current.
4. Reporting & Communication
Prepare performance reports and escalate issues when needed.
Act as a communication bridge between team and management.
5. Customer Experience & Improvement
Handle escalated cases and ensure excellent customer service.
Suggest process improvements and encourage team feedback.
Work at office
Full time
Dhaka (Uttara)
Applications for this job are handled on the company's own website.
Impel Service & Solutions Limited (iSSL) has been operating as a Business Process Outsourcing (BPO) firm since 2011, offering a comprehensive set of IT services and solutions for domestic & international markets with superior quality considerations. The key proposition of our services are quality-centric processes with…