Operations Team Lead
5 days ago
Department: BPO Call Center Operations
Location: Lahore, On-site
Job Type: Full-time
Shift: Rotational
Are you a results-driven leader passionate about people development and performance excellence?
Abacus is seeking a
Call Center Team Lead
to manage and motivate a team of customer service representatives, ensuring top-notch service delivery and operational efficiency in our BPO operations.
Key Responsibilities
- Lead and supervise
a team of call center agents, ensuring achievement of KPIs and SLAs. - Monitor
daily operations
, agent performance, and productivity metrics. - Conduct
coaching sessions and performance reviews
to close skill gaps and enhance service quality. - Collaborate with
Training, Quality, and Operations teams
for smooth onboarding and continuous performance improvement. - Provide
real-time support
and guidance to agents for escalations and complex customer queries. - Generate
reports and insights
on team performance, identifying trends and opportunities for improvement.
Ideal Candidate Profile
- 3–5 years
of BPO/call center experience with
at least 1–2 years in a Team Lead or supervisory role
. - Proven expertise in
people management, coaching, and team performance enhancement
. - Strong understanding of
call center KPIs, quality metrics, and operational processes
. - Excellent
communication, leadership, and problem-solving
skills. - Ability to work in
rotational shifts
and thrive in a fast-paced environment. - Bachelor's degree in
Business, Communications, or a related field
preferred.
Why Join Us?
- Opportunity to lead
high-performing call center teams
. - Exposure to
global clients and dynamic operations
. - Career growth
and leadership development opportunities.
Ready to lead and inspire? Apply now
Send your resume to:
#CallCenterCareers #BPOJobs #TeamLead #CustomerService #CareerGrowth #Leadership #NowHiring #CallCenterTeamLead
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