Team Lead

Company Description Zenov BPO delivers specialized business process outsourcing solutions for companies in logistics, trucking, real estate, plumbing, insurance, and other service-focused industries. The company provides end-to-end staffing support across operations, sales, customer service, account management, finance, marketing, and executive assistance, integrating experienced professionals directly into client teams. With offices in New York and Florida and offshore hubs in Bangladesh and Sri Lanka,

Role Description The Team Lead is a full-time, on-site role based in Gulshan, responsible for supervising and guiding a team of BPO professionals to meet daily operational targets and service-level expectations. This position involves monitoring performance metrics, distributing workload, and ensuring that team members follow established processes and quality standards. The Team Lead will coordinate with clients and internal stakeholders, resolve escalated issues, and provide clear communication on project status and deliverables. Day-to-day responsibilities include coaching and mentoring team members, conducting regular performance reviews, organizing training sessions, and fostering a collaborative, high-performance culture. The role also requires maintaining accurate reports, supporting continuous process improvements, and ensuring alignment with Zenov’s service commitments across multiple industries and functions.

Qualifications

• Leadership and people management skills, including team supervision, coaching, mentoring, and performance evaluation.
• Strong operational and organizational abilities, with experience in workflow management, process adherence, and quality assurance within a BPO or service-oriented environment.
• Excellent communication and interpersonal skills, with the capacity to handle client interactions, manage escalations, and collaborate across departments.
• Analytical and problem-solving skills, including proficiency in using metrics, dashboards, and reports to drive decisions and continuous improvement.
• Comfort with technology and productivity tools, such as CRM systems, communication platforms, and standard office software (e.g., spreadsheets, presentations, documentation).
• Ability to work on-site in Gulshan on a full-time schedule, demonstrating reliability, adaptability, and a strong sense of accountability.
• Prior experience in BPO, shared services, or related operations; experience in logistics, trucking, real estate, plumbing, or insurance support is an advantage.
• Bachelor’s degree in Business, Management, or a related field is preferred, or equivalent work experience in team leadership and operations.

• Minimum 4 years of experience leading a team in a BPO/Call Center environment.
• Proven experience in team management, performance coaching, and KPI achievement.
• Strong verbal and written communication skills in English.
• Excellent leadership, problem-solving, and decision-making abilities.
• Proficiency in Microsoft Office applications and reporting tools.
• Ability to work under pressure and manage multiple priorities effectively.
• Willingness to work night shifts onsite.

• Competitive Salary
• Provident Fund (PF)
• Health Insurance
• Comprehensive Health Package
• Night Shift Allowance
• Fully Subsidized Dinner
• Office Drop-off Facility
• Friendly and Professional Work Environment
• Career Growth Opportunities

Send your CV to: [email protected]