Operations Team Lead

5 days ago

Lahore, Punjab, Pakistan Abacus Full time 900,000 - 1,200,000 per year

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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