
Call Center Team Lead
3 weeks ago
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At M Tech Solutions, we help businesses around the world grow with our web services and software solutions. As our global client base expands, we're building a team of passionate, driven professionals to deliver top-tier service and support. If you're a natural leader who thrives in a fast-paced tech environment, we want to hear from you
About the Role
We're on the lookout for an experienced Call Center Team Lead / Sales & Client Services Specialist to manage a growing team of 40 agents. In this role, you'll oversee both inbound and outbound operations, support sales efforts, maintain high service standards, and play a hands-on role in driving strategies that grow our client relationships and business outcomes.
What You'll Be Doing
Team Leadership & Performance Management
1:Lead, motivate, and support a team of 40 agents to consistently achieve targets.
2: Assign daily tasks, monitor performance, and deliver ongoing coaching and feedback.
3: Organize regular training on software products, client services, and communication techniques.
4: Develop and manage performance metrics and incentive programs to keep morale high.
Inbound & Outbound Call Management
1:Oversee all inbound client inquiries, consultations, and support requests.
2: Plan and execute outbound lead generation and client follow-up campaigns.
3:Review and enhance call scripts, workflows, and CRM processes for efficiency and consistency.
4:Ensure strict compliance with TPS, GDPR, OFCOM, and other UK data protection regulations.
Sales & Service Strategy
1:Collaborate on sales and marketing initiatives for web and software services.
2:Analyze call data, client feedback, and market trends to refine our approach.
3: Prepare reports and insights for management, with actionable recommendations.
Operational Management
1: Oversee scheduling, call routing, and day-to-day operations for a busy contact center.
2: Manage escalations and resolve client concerns with professionalism and care.
3: Uphold quality assurance standards across every client interaction.
What We're Looking For
1:5+ years of call center leadership experience in sales, telemarketing, or client services (preferably in the UK or US market).
2: Proven track record managing and motivating teams of 30+ agents.
3: Solid experience with CRM tools like Salesforce, HubSpot, or Zoho.
4: Familiarity with *UK/US telemarketing and data compliance regulations.
5: Strong communication, leadership, negotiation, and problem-solving skills.
6:A results-driven mindset and the ability to thrive in a high-pressure environment.
7:Experience in software or web service sales is a major plus.
Why Join M Tech Solutions?
Competitive salary with performance-based bonuses
2 Annual bonus
Lead a growing, collaborative, and energetic team, Career growth.
Paid leaves.
Medical, Travel and rental Allowance
Send your CV and a short cover letter to "ayeshasarfaraz917@gmail.com"
Seniority level- Seniority levelNot Applicable
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesIT Services and IT Consulting
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