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Intellier Ltd.Verified
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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.
Work at office
Full time
Dhaka, Dhaka (Kawran Bazar)
Applications for this job are handled on the company's own website.
Founded on the principles of innovation and investing in great ideas, Intellier is a technology services company with a strong focus on delivering applications and products using multitude of software technologies and hardware products. The company has been working tirelessly to maintain a smile on our customer’s faces…