Team Lead _Operations & Quality

We TALENT EXPERTZ recuritment consultants are partnering with a well-established Vintage Apparel company in Karachi for their new Call Center department.

About the Client Company

The company is a well-established vintage apparel business based in Karachi, serving retailers and customers across Europe and the UK. With export operations managed internationally, the company is now launching a new Call Center department as part of its growth strategy to enhance customer experience, sales conversions, and operational excellence.

Position: Team Lead- Operations & Quality

Role Overview

We are looking for an experienced Team Lead to manage and oversee the daily operations of both inbound and outbound teams. This role combines supervision, quality assurance, and compliance oversight to ensure smooth operations, high customer satisfaction, and adherence to company policies.

Job Description:

Key Responsibilities

• Supervise inbound and outbound call center teams, ensuring smooth daily operations.
• Train, coach, and mentor agents to improve performance and achieve KPIs.
• Monitor call quality, accuracy, and compliance with company standards.
• Handle escalated customer calls, complaints, and operational issues.
• Ensure adherence to regulatory, data privacy, and company compliance policies.
• Conduct audits, identify process gaps, and recommend improvements.
• Manage shift schedules, attendance, and optimal resource allocation.
• Analyze performance trends and provide feedback to management for decision-making.

Required Skills & Qualifications

• Minimum Bachelor’s degree
• Proven experience in call center operations or team leadership.
• Strong knowledge of QA and compliance processes.
• Excellent communication and coaching skills.
• Ability to handle escalations professionally and make quick decisions.
• Organized, detail-oriented, and able to multitask in a fast-paced environment.

What We Offer

• Long-term role with job stability
• Company-provided transport facility
• Defined career growth and internal promotion opportunities

Location: Bath Island, Clifton, Karachi

Timing: 12:00 PM – 8:00 PM

Salary: Market competitve

Work days: 5 days

If you are fluent in English and have experience managing a call center at operations, quality, and compliance levels while driving overall business performance through marketing initiatives, we encourage you to apply for this senior role. Only shortlisted candidates will be contacted.

Job Type: Full-time

Pay: Up to Rs350,000.00 per month

Work Location: In person

Application Deadline: 25/12/2025
Expected Start Date: 15/01/2026