Executive / Senior Executive - Team Leader

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.

• At least 2 years
• The applicants should have experience in the following business area(s): IT Enabled Service, BPO/ Data Entry Firm

• Age At least 22 years

Yearly 02 Festival Bonus & Other Benefits will be given as per company policy.

Apply online or send your CV to career@issl.com.bd. Please mention the position name `Executive/Senior Executive - Team Leader` in subject line (must).