Inbound Supervisor

2 weeks ago

Karachi ShahraEFaisal, Pakistan Waada Digital Pvt Ltd Full time 1,200,000 - 3,600,000 per year

Waada is seeking a dynamic Team Lead – Inbound to guide and inspire our Customer Experience (CX) team. If you're empathetic, analytical, and results-driven with solid expertise in call center operations, we'd love to meet you

Key Responsibilities:

Lead, coach, and motivate inbound agents to achieve performance goals

.Monitor key metrics: AHT, CSAT, FCR, NPS.

Handle escalations and ensure high service quality.

Prepare and maintain performance reports & dashboards (Excel).Work closely with QA & Training teams for continuous improvement.

Ensure compliance with tools and processes (CRM, VICI Dialer).

Requirements:2–3 years of experience in a CX/Call Center leadership role.

Strong communication skills in Urdu & English.

Proficiency in Advanced Excel.

Hands-on experience with CRM & ticketing systems.

Job Type: Full-time

Work Location: In person

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