Customer Service - Team Lead

We are seeking a dedicated Customer Service Team Lead to join our BPO operations based in Karachi. This full-time, on-site role requires working the night shift and offers a competitive salary range of PKR 120,000 to PKR 130,000 per month. The ideal candidate will have a minimum of two years of experience in customer service or BPO environments, with a strong ability to lead and motivate a team while ensuring high standards of service quality and operational efficiency.

Key Responsibilities
- Lead and supervise a team of Customer Service Representatives, fostering a productive and positive work environment.
- Monitor daily team performance, including productivity, attendance, and service quality metrics.
- Ensure that key performance indicators (KPIs), service level agreements (SLAs), and operational targets are consistently met.
- Manage escalated customer issues by providing timely and effective resolutions.
- Conduct regular coaching sessions, deliver constructive feedback, and perform performance reviews to support team development.
- Prepare and maintain detailed daily and weekly performance reports for management review.
- Collaborate with Operations and other departments to address and resolve any operational challenges.
- Enforce adherence to company policies, processes, and quality standards to maintain service excellence.
- Support the team in achieving high levels of customer satisfaction and service delivery.

Required Qualifications
- Minimum of 2 years’ experience in Customer Service or BPO operations.
- Proven experience in a Team Lead or supervisory role is preferred.
- Strong communication and interpersonal skills, with good command of English.
- Excellent problem-solving abilities and team management skills.
- Ability to work effectively during night shifts.
- Proficiency in MS Office applications and familiarity with CRM or call center tools.

This position offers an excellent opportunity to grow within a dynamic BPO environment while leading a team committed to delivering outstanding customer service. The role requires a hands-on leader who can balance operational demands with team motivation and customer satisfaction. If you meet the qualifications and are ready to take on a leadership role in a fast-paced setting, we encourage you to apply.