Call Center Team Lead / Operations Manager

A Team Lead in a Call Center is responsible for supervising a team of customer service representatives (CSRs) who handle incoming calls from customers.

Job Title: Team Lead

Job Type: Full-time

Location: Office#1, First Floor, Above Gourmet Bakers Plaza, Main Haidery Chowk, Saidpur Road, Rawalpindi.

Reports to: Director Operations

Job Summary:

The Call Center Team Lead is responsible for overseeing a team of customer service representatives who handle incoming calls from customers. The Team Lead will ensure that the team meets the department's goals and objectives for customer service, quality, productivity, and performance. The Team Lead will also be responsible for coaching and mentoring team members, providing feedback on their performance, and identifying areas for improvement.

Duties and Responsibilities:

• Provide leadership and guidance to a team of customer service representatives.
• Monitor the team's performance to ensure that customer service levels are met and exceeded.
• Coach and mentor team members to improve their performance and meet their individual goals.
• Provide ongoing feedback to team members on their performance and identify areas for improvement.
• Conduct regular team meetings to review team performance and provide updates on departmental goals and objectives.
• Manage the team's schedule and ensure that there is adequate coverage to meet customer demand.
• Identify trends and issues in customer calls and work with the Call Center Manager to develop solutions.
• Ensure that the team follows all company policies and procedures, including call handling scripts and customer service standards.
• Handle escalated customer calls as necessary.
• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• At least 5 years of experience in a call center environment, with at least 1 year in a supervisory or leadership role.
• Excellent communication and interpersonal skills.
• Strong leadership and coaching skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving and analytical skills.
• Ability to work flexible hours, including evenings and weekends.
• Proficiency in Microsoft Office and call center softwares.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, talk, and hear.
• The employee is frequently required to use hands and fingers to type, handle, or feel; and reach with hands and arms.
• The employee is occasionally required to stand, walk, and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Working Conditions:

• The working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work environment is a call center with a moderate noise level.
• The employee will be required to sit for extended periods of time while using a computer and speaking on the phone.
• The employee may be required to work evenings and weekends, as well as holidays.

We are an equal opportunity employer and welcome people from all genders, backgrounds, experiences, abilities and perspectives.

Job Type: Full-time

Salary: Rs35,000.00 - Rs45,000.00 per month

Ability to commute/relocate:

• Rawalpindi: Reliably commute or planning to relocate before starting work (Required)