Team Manager (Team Lead)

Mars BPO is seeking a motivated and experienced Team Manager to lead and support our call centre agents. The ideal candidate will demonstrate strong leadership skills, a customer-centric mindset, and the ability to achieve results in a fast-paced, high-volume environment. This role demands excellent communication abilities and prior experience managing teams within a BPO setting. As a Team Manager, you will oversee daily operations, ensure high service standards, maintain productivity, and ensure compliance with company and client policies. You will also be responsible for conducting coaching sessions, performance evaluations, and quality audits to promote continuous improvement.

Key Responsibilities:
- Lead, supervise, and motivate a team of call centre agents to consistently meet daily, weekly, and monthly performance targets.
- Monitor team performance using KPIs, call audits, and CRM systems to identify areas for improvement.
- Provide ongoing coaching, constructive feedback, and training to enhance both individual and team effectiveness.
- Manage escalations and resolve complex customer issues promptly and professionally.
- Maintain accurate records related to attendance, performance, and disciplinary actions.
- Collaborate closely with Quality Assurance, Training, and Operations teams to support continuous improvement initiatives.
- Prepare and submit comprehensive performance reports to senior management.

Required Qualifications:
- A minimum of 2 to 4 years’ experience in a BPO or call centre environment, including at least 1 year in a leadership or supervisory role.
- Demonstrated ability to consistently meet or exceed team performance goals.
- Strong communication, coaching, and conflict resolution skills.
- Effective time management and leadership capabilities in a dynamic, fast-paced setting.
- Solid understanding of call centre tools, CRM platforms, and performance metrics.
- Flexibility to work shifts, including evenings, weekends, and holidays as required.
- Proficiency in Microsoft Office applications such as Excel, Word, and PowerPoint, along with familiarity with call management software.

Preferred Qualifications and Benefits:
- Bachelor’s degree in Business Administration, Management, or a related field is preferred.
- Leadership or team management certifications are considered an advantage.
- Experience managing inbound and outbound campaigns, including sales, customer support, and collections.
- Competitive monthly salary ranging from Rs70,000 to Rs80,000.
- Shift timing from 6:00 PM to 4:00 AM.
- This is a full-time, in-person position based in Karachi at a central location near Avari Towers.

If you are passionate about leadership and eager to contribute to a dynamic BPO environment, we encourage you to apply and become a valuable member of our team.