Team Lead

4 days ago

Karachi ShahraEFaisal, Pakistan Waada Digital Pvt Ltd Full time 540,000 - 720,000 per year

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

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