Call Center Team Lead

Job Title: Team Lead – Call Center Operations
Location: Lahore (On-site)
Company: Abacus
Salary: PKR. 70,000 – PKR. 120,000/month

Job Type: Full-time

About Abacus:
For nearly 40 years, Abacus has delivered innovative business solutions, driving digital transformation through technology and industry expertise. We empower clients with scalable, results-driven services and a culture built on integrity, collaboration, and continuous learning.

Role Overview:
We're seeking a dynamic Call Center Team Lead to manage day-to-day BPO operations. The ideal candidate will oversee agent performance, drive KPIs, handle escalations, and ensure service excellence across campaigns.

Key Responsibilities:

• Supervise and mentor call center agents
• Monitor performance metrics and implement improvements
• Ensure SLA compliance and operational efficiency
• Coordinate with cross-functional teams to resolve issues
• Provide coaching, feedback, and regular performance reviews

Qualifications:

• 1 year or more of team lead experience in a BPO/call center environment
• Strong leadership, problem-solving, and communication skills
• Proficient in handling metrics, reports, and client expectations
• Bachelor’s degree in any discipline

Perks & Benefits:

• 2 Weekly Days Off
• EOBI & Medical (IPD + OPD)
• 38 Paid Annual, Casual & Sick Leaves
• Annual Performance-Based Increment
• Inclusive, growth-focused work culture

Join Abacus — where people and performance come together.

Job Type: Full-time

Pay: Rs70,000.00 - Rs120,000.00 per month

Education:

• Bachelor's (Required)

Work Location: In person