Call Center Team Lead

Mars BPO is seeking a dedicated and results-driven Call Center Team Lead to join their Karachi-based team. The successful candidate will be responsible for managing and motivating a team of call center agents during the night shift, ensuring that performance targets and quality standards are consistently met. This role requires strong leadership, excellent communication skills, and a solid background in BPO or call center operations. The Team Lead will play a crucial role in driving sales growth, maintaining high customer satisfaction, and fostering a positive work environment.

Key Responsibilities
- Lead, supervise, and motivate a team of call center agents to achieve daily and monthly targets.
- Monitor team performance by tracking key performance indicators such as conversion rates, call quality, attendance, and productivity.
- Provide ongoing coaching, feedback, and support to improve individual and team performance.
- Assist agents in overcoming customer objections and closing sales effectively.
- Conduct regular team briefings and performance review meetings to align goals and address challenges.
- Monitor calls to ensure compliance with company policies and maintain quality standards.
- Identify performance gaps and implement targeted improvement plans.
- Prepare and present daily, weekly, and monthly performance reports to management.
- Support recruitment, onboarding, and training processes for new team members when necessary.
- Collaborate with management to meet overall business objectives.
- Maintain discipline, attendance, and foster a positive and productive team environment.

Required Qualifications
- Previous experience in a BPO or call center environment is essential.
- Proven ability to lead or supervise a team within a similar setting is preferred.
- Strong understanding of call center operations, sales processes, and performance management.
- Excellent communication, leadership, and interpersonal skills to effectively manage and motivate team members.
- Demonstrated problem-solving and decision-making capabilities.
- Familiarity with CRM systems, call monitoring tools, and performance reporting techniques.
- Willingness and ability to work night shifts (6:00 PM to 4:00 AM) in a target-driven environment.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with prior team leadership experience and a track record of achieving sales targets will be highly regarded. This position offers a competitive monthly salary ranging from Rs50,000 to Rs80,000. The role requires in-person attendance at the Karachi office, providing an opportunity to lead a dynamic team focused on performance excellence and customer satisfaction.

If you are motivated to take on a leadership role in a fast-paced BPO setting and thrive in a night shift environment, Mars BPO encourages you to apply and become part of a company committed to growth and success.