Team Lead - CSR

Waada Digital is looking for a highly motivated Team Lead – Inbound to manage and guide our Customer Experience (CX) team. This role is ideal for a strong leader with hands-on experience in supervising inbound call center operations and driving customer satisfaction.

Key Responsibilities:

• Lead, coach, and supervise inbound CX agents to ensure excellent service delivery.
• Monitor KPIs (AHT, CSAT, FCR, NPS) and implement performance improvement strategies.
• Handle shift scheduling, live call monitoring, and provide constructive feedback.
• Resolve escalations professionally and ensure superior customer satisfaction.
• Drive quality assurance and track customer feedback for process improvements.
• Prepare performance dashboards and reports using advanced Excel (pivot tables, VLOOKUP).
• Collaborate with QA and training teams for continuous team development.
• Ensure compliance with internal processes and regulatory standards.
• Utilize CRM, VICI Dialer, and ticketing systems for managing interactions.

Requirements:
Bachelor’s degree in Business Administration, Communications, or related field.
2–3 years of proven experience supervising inbound call center / CX teams.
Excellent communication skills in Urdu and English.
Strong proficiency in Excel, CRM platforms, and call flow/IVR systems.
Empathetic, analytical, and results-driven leader who thrives under pressure.
This position is open for male candidates only.

Location: Karachi (Onsite)

Job Type: Full-time

Pay: Rs60,000.00 per month

Work Location: In person