Call Center Team Leader, Customer Service (Office-Based)

Telecure BPO; Gujar Khan; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading BPO service provider in Gujar Khan is seeking a Call Center Team Leader to coach and manage a team of Customer Service Representatives (CSRs). The role involves supervising daily activities, monitoring performance against KPIs, and ensuring quality customer interactions. Ideal candidates will have at least 3 years of call center experience, including leadership. This role requires strong communication skills and the ability to motivate a team.

Qualifications

• At least 3 years of experience in a call center, with a minimum of 6 months in a leadership role.
• Ability to manage performance under pressure and meet deadlines.
• Fluency in English and Urdu is required.

Responsibilities

• Supervise daily activities of a team of 8–15 call center agents.
• Monitor agent performance and conduct regular coaching.
• Handle escalated customer calls or complaints.

Skills

Strong communication skills

Leadership qualities

Interpersonal skills

Education

Minimum Intermediate’s degree

Tools

Call center tools

Reporting dashboards

Job description

Overview

We are looking for a Call Center Team Leader (CSR) to manage, coach, and lead a team of Customer Service Representatives (CSRs). You will be responsible for ensuring performance targets are met, team members are motivated, and quality standards are maintained across all customer interactions.

This is an office-based role, ideal for candidates with experience in call centers and strong leadership skills.

Note: This is an in-office role only. Applicants from Gujar Khan, Rawalpindi, or nearby areas are highly encouraged to apply.

Responsibilities

• Supervise daily activities of a team of 8–15 call center agents.
• Monitor agent performance (KPIs: calls handled, resolution time, customer satisfaction).
• Conduct regular coaching, feedback, and performance reviews.
• Handle escalated customer calls or complaints professionally.
• Prepare daily/weekly reports for management on team performance.
• Ensure agents follow scripts, call flow, and quality standards.
• Schedule shifts and manage absenteeism or performance gaps.
• Support hiring and onboarding of new CSRs when needed.
• Collaborate with quality assurance and training teams.
• Maintain team morale, discipline, and motivation.

Requirements

• Minimum Intermediate’s degree or equivalent.
• 3+ years of experience in a call center, with at least 6 months in a leadership role.
• Strong communication and interpersonal skills (English/Urdu).
• Ability to manage performance under pressure and meet deadlines.
• Good understanding of call center tools and reporting dashboards.
• Leadership qualities: motivational, organized, and empathetic