Call Center Team Lead

Mars BPO is looking for a motivated and results-oriented Call Center Team Lead to join its Karachi-based operations. The successful candidate will have experience in a BPO or call center setting and demonstrate strong leadership, communication, and problem-solving abilities. This role involves managing and inspiring a team of call center agents, overseeing performance metrics, meeting sales targets, and ensuring excellent customer service. The position requires working night shifts from 6:00 PM to 4:00 AM and offers a competitive monthly salary between Rs50,000 and Rs80,000. This is an in-person role focused on driving team productivity, sales growth, and customer satisfaction.

Key Responsibilities
Lead, supervise, and motivate a team of call center agents to consistently achieve performance goals. Monitor daily team activities to ensure sales targets and quality standards are met. Track key performance indicators such as conversion rates, call quality, attendance, and productivity. Provide coaching, constructive feedback, and support to enhance both individual and team performance. Assist agents in overcoming customer objections and closing sales effectively. Conduct regular team briefings and performance review meetings to maintain alignment and motivation. Monitor calls to ensure compliance with company policies and quality assurance standards. Identify performance gaps and develop improvement plans to boost team effectiveness. Prepare detailed daily, weekly, and monthly performance reports for management review. Support recruitment, onboarding, and training of new team members as required. Collaborate with management to align team efforts with overall business objectives. Maintain discipline, attendance, and foster a positive working environment within the team.

Required Qualifications
Previous experience in a BPO or call center environment is essential. Strong understanding of call center operations and sales processes is required. Excellent communication, leadership, and interpersonal skills are necessary. Proven ability to manage performance targets and motivate team members effectively. Strong problem-solving and decision-making capabilities are expected. Familiarity with CRM systems, call monitoring tools, and performance reporting is important. Willingness and ability to work night shifts in a target-driven environment is mandatory.

Preferred Qualifications and Benefits
Prior experience in a team leadership or supervisory role is preferred. The position offers a competitive salary package ranging from Rs50,000 to Rs80,000 per month. Candidates will have the opportunity to work in a dynamic, performance-focused environment with potential for growth. The role is based in Karachi and requires in-person attendance, allowing for direct engagement with the team and management.

This position is ideal for candidates eager to lead a dedicated team focused on achieving performance targets and delivering exceptional customer satisfaction. Mars BPO offers a challenging yet rewarding opportunity to contribute meaningfully to the company’s ongoing success.