Inbound Team Leader

3 days ago


Lahore, Punjab, Pakistan Faysal Bank Limited Full time

This is a shift-based job, including working on holidays and paid extra sitting depending on business needs.

Operational Efficiency and Call Management:

  • Manage call influx; team leader will ensure inbound calls are handled effectively based on business needs.

Responsibilities include leading and managing a team of Officers-Inbound, ensuring high-quality service delivery, meeting KPIs such as Average Talk Time (ATT), After Call Work (ACW), and Auxiliary Time (AUX). The role involves coaching, mentoring, supporting, and motivating the team, monitoring performance metrics, conducting performance reviews, and fostering a positive team environment. Regular training, compliance with data protection policies, and collaboration with other departments are essential. The role also includes managing call queues, ensuring adherence to SLAs, participating in quality calibration, resolving escalations, maintaining accurate records, and generating performance reports. The candidate must ensure compliance with all policies and regulations, maintain confidentiality, and support continuous improvement in customer service quality.

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