Team Lead Call Center

4 days ago

Rawalpindi Satellite Town, Pakistan AKY Services Pvt. Ltd Full time 1,440,000 - 2,400,000 per year

Leads Expert BPO is Hiring – Team Lead (Operations)

Location: Rawalpindi / Islamabad

Shift: Night Shift (Monday – Friday)

Salary: Market Competitive

About the Role

Leads Expert BPO is looking for an experienced and results-driven Team Lead – Operations to manage and motivate a team of call center agents. The ideal candidate will be responsible for driving team performance, meeting campaign targets, and maintaining high standards of customer experience. If you're a confident communicator with leadership skills and a strong background in call center operations, this is your opportunity to lead from the front.

Key Responsibilities

  • Supervise daily operations of a team of agents to ensure performance goals are met.
  • Monitor agent activities, track KPIs, and maintain quality and productivity standards.
  • Conduct regular team meetings, performance reviews, and coaching sessions.
  • Collaborate with QA and Training departments to identify performance gaps and skill development needs.
  • Manage attendance, scheduling, and adherence to shift timings.
  • Ensure compliance with company policies, scripts, and client requirements.
  • Motivate and guide the team to achieve individual and campaign targets.
  • Handle escalated calls or complex customer situations efficiently.
  • Prepare daily, weekly, and monthly reports for management review.

Qualifications & Requirements

  • Minimum 1–2 years of experience as a Team Lead / Supervisor in a call center (sales or Medicare preferred).
  • Strong leadership, communication, and interpersonal skills.
  • Proven track record of meeting and exceeding sales or operational KPIs.
  • Excellent problem-solving and conflict-resolution abilities.
  • Strong understanding of call center metrics, performance management, and reporting.
  • Proficiency in MS Office and CRM systems.
  • Education: Bachelor's degree or equivalent professional experience.

What We Offer

  • Market-competitive salary with performance-based bonuses.
  • Career advancement and leadership development opportunities.
  • Supportive and collaborative work culture.
  • Paid training and continuous skill enhancement programs.

How to Apply

HR Contact:

Walk-in Interviews: Monday to Friday (8 PM – 11 PM)

Office Location: Leads Expert BPO, Rawalpindi

Join Our Team

At Leads Expert BPO, we believe great leaders build great teams. Step into a leadership role where your experience, strategy, and motivation will drive success — one call at a time.

Job Type: Full-time

Pay: Rs60, Rs200,000.00 per month

Experience:

  • Call Center: 1 year (Preferred)

Location:

  • Rawalpindi Satellite Town (Preferred)

Work Location: In person

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