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Team Lead
2 weeks ago
Waada Digital is looking for a highly motivated Team Lead – Inbound to manage and guide our Customer Experience (CX) team. This role is ideal for a strong leader with hands-on experience in supervising inbound call center operations and driving customer satisfaction.
Key Responsibilities:
- Lead, coach, and supervise inbound CX agents to ensure excellent service delivery.
- Monitor KPIs (AHT, CSAT, FCR, NPS) and implement performance improvement strategies.
- Handle shift scheduling, live call monitoring, and provide constructive feedback.
- Resolve escalations professionally and ensure superior customer satisfaction.
- Drive quality assurance and track customer feedback for process improvements.
- Prepare performance dashboards and reports using advanced Excel (pivot tables, VLOOKUP).
- Collaborate with QA and training teams for continuous team development.
- Ensure compliance with internal processes and regulatory standards.
- Utilize CRM, VICI Dialer, and ticketing systems for managing interactions.
Requirements:
Bachelor's degree in Business Administration, Communications, or related field.
2–3 years of proven experience supervising inbound call center / CX teams.
Excellent communication skills in Urdu and English.
Strong proficiency in Excel, CRM platforms, and call flow/IVR systems.
Empathetic, analytical, and results-driven leader who thrives under pressure.
This position is open for male candidates only.
Location: Karachi (Onsite)
Job Type: Full-time
Pay: Rs60,000.00 per month
Work Location: In person
