Team Lead – Call Center
- Karachi, Pakistan
Posted 25 days ago
About the role
About the Role
We are seeking a dynamic and results-driven Team Lead – Call Center to lead our Inbound and Outbound Call Center team. The ideal candidate will be responsible for supervising customer service representatives, ensuring exceptional customer experience, driving team performance, and maintaining service quality.
Key Responsibilities
- Lead, supervise, and motivate a team of Customer Service Representatives.
- Team Lead has to build their own team of Customer Service Representatives.
- Manage daily inbound and outbound call center operations.
- Monitor team performance against KPIs, SLAs, and quality standards.
- Conduct regular coaching, feedback, and performance reviews.
- Handle customer escalations and ensure timely resolution of complaints.
- Train, onboard, and mentor new team members.
- Ensure compliance with company policies, procedures, and quality standards.
- Prepare daily, weekly, and monthly operational reports.
- Monitor call quality and identify opportunities for process improvements.
- Foster a positive, collaborative, and high-performance team culture.
- Coordinate with internal departments to ensure seamless customer service.
- Drive customer satisfaction, productivity, and continuous service improvement.
Requirements
Education
- Bachelor's degree in Business Administration, Management, Marketing, or a related discipline.
Experience
- Minimum 3–5 years of experience in Customer Service or Contact Center Operations.
- At least 1–2 years in a Team Lead or Supervisory role.
- Mandatory experience in an Asset Management Company Experience managing both Inbound and Outbound Call Center operations.
Pay: Rs120,000.00 - Rs150,000.00 per month
Application Question(s):
- How many years of experience do you have?
- Current/ Last salary range
- Expected Salary
- Notice Period
Work Location: In person