Team Lead-Call Center

4 days ago

GulshaneIqbal Town, Pakistan Ata Food Private Limited Full time
Responsibilities
  • Supervise and lead a team of call center representatives during your shift.
  • Monitor call queues and ensure that calls are handled promptly and professionally.
  • Coach and mentor team members to improve their performance and achieve targets.
  • Conduct regular performance evaluations, call evaluations, and provide feedback to team members.
  • Conduct new hire and refresher training as and when required.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with other shift managers and department heads to streamline operations and improve efficiency.
  • Maintain up-to-date knowledge of company products, services, and policies.
  • Create and maintain shift schedules to ensure adequate coverage and optimize productivity.
  • Compile and analyze performance metrics to identify areas for improvement and implement corrective actions.
  • Foster a positive and motivating work environment for team members.
Qualifications
  • Minimum Graduation
  • Previous experience in a call center environment, with at least 2 years in a supervisory or managerial role.
  • Strong leadership and communication skills.
  • Ability to multitask and prioritize tasks effectively.
  • Excellent problem-solving abilities.
  • Proficiency in using call center software and tools.
  • Experience in performance management and coaching.
  • Flexibility to work various shifts as required.
  • Customer-centric mindset with a focus on delivering exceptional service.
  • Proven track record of meeting or exceeding performance targets.
Benefits
  • Competitive salary
  • Training and development opportunities
  • Employee discounts
  • Positive work environment
How to Apply

Please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for the Shift Manager position in our Call Centre Department. Include any relevant certifications or achievements that demonstrate your qualifications for this role. We look forward to reviewing your application.

Job Type: Full-time

Pay: From Rs45,000.00 per month

Work Location: In person

Application Deadline: 30/08/2025


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