Call Center Team Leader

Job Title: Call Center Team Leader
Location: Islamabad, Pakistan
Job Type: Full-time
Department: Customer Success Department
Salary: Competitive, based on experience + performance bonuses

Job Summary:

The Call Center Team Leader will be responsible for overseeing the daily operations of a team of customer service representatives, ensuring that they meet performance targets, follow company protocols, and provide excellent customer service. This role involves mentoring, coaching, and supporting agents to achieve the best results, as well as reporting to the Director of Operations on team performance. The Team Leader will also assist in resolving escalated customer issues, ensuring operational efficiency, and identifying areas for improvement.

Key Responsibilities:

• Team Management: Lead, motivate, and manage a team, providing guidance and support to achieve individual and team KPIs (Key Performance Indicators).
• Performance Monitoring: Regularly monitor, evaluate, and review agent performance, including call quality, sales targets, and customer satisfaction scores.
• Training and Development: Provide ongoing coaching, feedback, and training to team members to enhance their skills and ensure consistent performance improvements.
• Escalation Handling: Act as the first point of contact for escalated customer issues, resolving complaints efficiently and professionally.
• Reporting: Generate and present regular performance reports to Director of Operations highlighting key metrics, challenges, and achievements.
• Process Improvement: Identify areas of operational inefficiency and work with the management team to implement solutions and optimize workflows.
• Motivation and Engagement: Create a positive and productive work environment by recognizing achievements, addressing issues proactively, and fostering team collaboration.
• Scheduling and Workforce Management: Assist in creating and managing work schedules, ensuring adequate staffing levels to meet call volumes.
• Compliance and Protocol: Ensure that team members adhere to company policies, call center protocols, and industry standards.
• Communication: Serve as a point of contact between the agents and management, ensuring that communication flows smoothly and that team members are aware of any updates or changes to policies, products, or procedures.

Required Skills & Qualifications:

• Education: A bachelor's degree in business, communications, or a related field.
• Experience: A minimum of 5 years experience working in a call center environment, with at least 2 years in a supervisory or leadership role.
• Leadership: A proven ability to lead, motivate, and manage a team of agents in a fast-paced environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to handle complex customer issues and effectively coach team members.
• Problem-Solving: Strong critical thinking and problem-solving abilities, with experience handling escalated customer situations.
• Performance Management: Experience in setting goals, tracking performance metrics, and providing feedback to improve agent productivity.
• Tech Savvy: Proficiency in using call center software, CRM systems, and other customer service tools.
• Multitasking: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Adaptability: Flexible and able to thrive in a dynamic, constantly changing environment.
• Customer Focused: Passion for delivering outstanding customer service and continuously improving the customer experience.

Benefits:

• Competitive salary with performance-based bonuses.
• Access to professional development and training opportunities.
• Opportunities for career advancement and professional development.
• Recognition programs.

Work Environment:

• You will be working at our Islamabad Office. Flexibility to work evenings, weekends, or holidays may be required based on business needs.
• The call center environment is fast-paced, and the Team Leader will be expected to handle high call volumes during peak times.