Team Lead CSR

10 hours ago

Islamabad, Islamabad, Pakistan Awami Financial (Private) Limited Full time 900,000 - 1,200,000 per year

We are looking for an experienced Team Lead CSR to oversee and guide our customer service team. The ideal candidate will be responsible for supervising daily operations, ensuring excellent customer experiences, and supporting team members in meeting performance targets.

Key Responsibilities:

  • Supervise a team of Customer Service Representatives (CSRs) and ensure smooth call center operations.
  • Monitor team performance through KPIs (quality, productivity, and customer satisfaction).
  • Handle escalated calls and resolve complex customer issues effectively.
  • Conduct regular coaching, feedback sessions, and performance evaluations.
  • Assist in workforce planning, scheduling, and shift management.
  • Motivate the team to achieve individual and departmental targets.
  • Prepare daily/weekly reports on team performance and present to management.

Requirements:

  • Minimum 1 year of call center experience.
  • Bachelors Degree.
  • Strong communication, leadership, and conflict resolution skills.
  • Ability to work in a fast-paced environment and manage pressure.
  • Good knowledge of call center metrics and reporting tools.
  • Problem-solving mindset with customer-first approach.

Job Type: Full-time

Work Location: In person

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