Team Lead

2 weeks ago

Lahore, Punjab, Pakistan The Careers Factory Full time 900,000 - 1,200,000 per year

We are seeking an experienced
Team Lead
to oversee customer service operations in our BPO/Contact Centre. The role involves managing a team of agents, monitoring performance against KPIs, and ensuring service excellence as per client requirements. The ideal candidate will have proven leadership in the BPO sector with a strong focus on coaching, motivation, and operational efficiency.

Key Responsibilities

  • Lead, motivate, and manage a team of customer service agents.
  • Monitor daily operations and ensure adherence to
    SLA/KPI metrics (AHT, CSAT, FCR, QA scores)
    .
  • Handle escalated calls/emails and ensure prompt resolution of customer issues.
  • Conduct regular performance reviews, one-on-one coaching, and feedback sessions.
  • Maintain workforce discipline, attendance, and shift rosters.
  • Collaborate with Training and Quality teams to improve agent performance.
  • Prepare daily, weekly, and monthly reports on team performance.
  • Implement process improvements to enhance productivity and customer experience.

Requirements

  • Bachelor's degree (Business, Management, or relevant field preferred).
  • 3–5 years of BPO/Contact Centre experience
    (minimum 1 year in a supervisory/lead role).
  • Strong knowledge of customer service processes, call centre KPIs, and CRM tools.
  • Excellent communication, conflict resolution, and people management skills.
  • Ability to work in shifts and manage high-pressure situations.

Benefits

  • Competitive salary + incentives.
  • Health insurance & paid leaves.
  • Career growth and leadership development programs.
  • Subsidized meals & recreational facilities.
  • Annual increments & bonuses.

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