Customer Service Lead - Call Center & Support Excellence

The City School; Lahore; On-site; PKR 893,000 - 1,562,000; Full time

Job summary

The City School is seeking a professional, highly motivated Customer Services Supervisor to lead its customer services team at the Head Office in Lahore. The role requires strong leadership, excellent communication, and extensive call center/BPO experience to ensure efficient customer support and high service standards.

The ideal candidate will supervise the CS team, manage daily operations, handle escalated inquiries, monitor performance metrics, and drive continuous improvement across

Qualifications

• Bachelor's degree in Business Studies or a relevant field.
• At least 2 years of team leadership experience.
• At least 3 years of experience in a call center or BPO environment.
• Strong leadership, communication, and problem-solving abilities.

Responsibilities

• Supervise, guide, and support the customer services team to ensure excellent customer service.
• Manage the day-to-day operations of the customer support desk or call center.
• Handle escalated customer inquiries and resolve complaints professionally and efficiently.
• Monitor team performance, service quality, and operational performance metrics.
• Provide coaching, training, and feedback to improve team productivity.
• Identify operational challenges and implement process improvements.
• Ensure customer queries are handled within established service standards.
• Prepare performance reports and support continuous improvement initiatives.

Skills

Team leadership

Communication

Problem-solving

Call center/BPO experience

Education

Bachelor's degree in Business Studies

Job description

The City School is seeking a professional, highly motivated Customer Services Supervisor to lead its customer services team at the Head Office in Lahore. The role requires strong leadership, excellent communication, and extensive call center/BPO experience to ensure efficient customer support and high service standards.

The ideal candidate will supervise the CS team, manage daily operations, handle escalated inquiries, monitor performance metrics, and drive continuous improvement across