Customer Experience - Team Lead

Waada is seeking a dynamic Team Lead – Inbound to guide and inspire our Customer Experience (CX) team. If you’re empathetic, analytical, and results-driven with solid expertise in call center operations, we’d love to meet you!

Key Responsibilities:

Lead, coach, and motivate inbound agents to achieve performance goals.

Monitor key metrics: AHT, CSAT, FCR, NPS.

Handle escalations and ensure high service quality.

Prepare and maintain performance reports & dashboards (Excel).

Work closely with QA & Training teams for continuous improvement.

Ensure compliance with tools and processes (CRM, VICI Dialer).

Requirements:

2–3 years of experience in a CX/Call Center leadership role.

Strong communication skills in Urdu & English.

Proficiency in Advanced Excel .

Hands-on experience with CRM & ticketing systems.

Job Type: Full-time

Pay: Rs50,000.00 - Rs70,000.00 per month

Application Question(s):

• What is Current Salary Package?
• What is Expected Salary Package?
• Do you have any notice period?
• Do you know about CSAT,AHT,NPS,FCR?

Work Location: In person