Call Centre Team Lead

We are seeking an experienced and motivated Call Centre Team Lead to oversee daily operations, support customer service representatives, and drive performance excellence. The ideal candidate will provide leadership, coaching, and operational oversight to ensure high levels of customer satisfaction, productivity, and quality service delivery.

Key Responsibilities

Team Leadership & Supervision

• Lead, mentor, and motivate a team of call centre agents to achieve individual and team targets.
• Conduct regular performance reviews, one-on-one coaching sessions, and team meetings.
• Monitor call quality and provide constructive feedback to improve service standards.
• Manage attendance, scheduling, and shift planning.

Performance Management

• Track KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs).
• Analyze performance reports and implement action plans to improve outcomes.
• Ensure team adherence to company policies, scripts, and compliance guidelines.

Customer Experience & Quality Assurance

• Handle escalated customer complaints and complex queries.
• Ensure high-quality customer interactions through monitoring and quality audits.
• Identify process improvements to enhance customer satisfaction.

Training & Development

• Support onboarding and training of new hires.
• Identify skill gaps and coordinate training initiatives.
• Foster a culture of continuous improvement and learning.

Operational Support

• Collaborate with other departments (HR, Operations, IT) to ensure smooth call centre functioning.
• Assist in workforce planning and forecasting.
• Prepare regular reports for management review.

Qualifications & Skills

Education & Experience

• Bachelor’s degree in Business Administration, Communications, or related field (preferred).
• 3–5 years of experience in a call centre or customer service environment.
• At least 1–2 years of supervisory or team leadership experience.

Skills & Competencies

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills.
• Proficiency in call centre software, CRM systems, and Microsoft Office Suite.
• Ability to work in a fast-paced, target-driven environment.
• Strong conflict resolution and decision-making skills.

Job Type: Full-time

Pay: Rs75,000.00 - Rs120,000.00 per month

Application Question(s):

• Will you be able to work in night shift(7pm to 4am)?
• Will you be able to commute to Bahria Town Phase 7 Rawalpindi?

Work Location: In person