Call Center Team Lead

10 hours ago

Lahore, Punjab, Pakistan M Tech Solutions Full time
Call Center Team Lead / Sales & Client Services Specialist

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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 type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesIT Services and IT Consulting

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