Call Center Team Leader

4 weeks ago


Lahore, Punjab, Pakistan DSD Recruitment Full time
Job Description:

We are seeking a Call Center Team Leader to manage and motivate our growing call center team. You will be responsible for ensuring high performance, excellent customer service, and meeting business targets. This role requires strong leadership, communication, and problem-solving skills to support agents, handle escalations, and drive team success.

KEY RESPONSIBILITIES
  1. Team Management: Lead and supervise a team of call center agents, ensuring productivity and engagement.
  2. Performance Monitoring: Track KPIs, call quality, and customer interactions to maintain high service standards.
  3. Training & Development: Provide coaching, support, and training to enhance team performance.
  4. Escalation Handling: Resolve customer complaints and complex queries efficiently.
  5. Process Improvement: Identify operational inefficiencies and suggest improvements for better workflows.
  6. Motivation & Engagement: Foster a positive and motivating work environment to drive performance.
  7. Reporting & Analysis: Prepare reports on team performance, sales, and customer feedback for management.
Job SpecificationREQUIREMENTS
  1. Experience: Minimum 2 years in a call center supervisory/team leader role.
  2. Industry Knowledge: Experience in energy, utilities, or sales is a plus.
  3. Skills: Strong leadership, communication, and problem-solving skills.
  4. Tech-Savvy: Familiarity with CRM systems and call center software.
  5. Goal-Oriented: Ability to meet and exceed performance targets.
  6. Customer-Focused: Commitment to delivering excellent service and resolving customer concerns.
BENEFITS
  1. Competitive Salary + Performance Bonuses
  2. Commission Per Sale – Earn more based on your performance
  3. Career Growth Opportunities in a Fast-Growing Company
  4. Supportive and Collaborative Work Environment
  5. Training & Professional Development
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