Team Leader

MCS Digitizing; Karachi Division; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading software house seeks a passionate Team Leader to oversee operations and drive performance. The ideal candidate will have a proven track record in call center leadership, exceptional management skills, and a data-driven approach to decision-making. Join us to enhance our customer service and achieve strategic goals.

Qualifications

• Minimum 4 to 5 years of experience in a call center leadership role.
• Proven track record of improving call center performance.
• Strong understanding of call center operations and metrics.

Responsibilities

• Lead and manage a team, providing coaching and performance management.
• Develop and implement software house strategies aligned with customer service goals.
• Set and monitor performance metrics, generating reports for management.

Skills

Leadership

Coaching

Communication

Interpersonal skills

Data-driven decision-making

Job description

We are seeking a passionate and experienced Team Leader to join our team as the Supervisor of our Software House. You will be responsible for overseeing all aspects of our Software House operations, ensuring we deliver exceptional customer service and achieve our strategic objectives.

Responsibilities:

Lead and manage a team of software house agents, providing coaching, development, and performance management.

Develop and implement a comprehensive software house strategy aligned with the company's overall customer service goals.

Set clear performance metrics (e.g., call handling time, customer satisfaction score, first call resolution) and monitor progress towards achieving them.

Generate reports and present software house performance data to senior management.

Job Specification

• Minimum 4 to 5 years of experience in a call center leadership role.
• Proven track record of success in improving call center performance and exceeding customer service goals.
• Strong understanding of call center operations, metrics, and best practices.
• Excellent leadership, coaching, and mentoring skills.
• Data-driven approach to decision-making and problem-solving.
• Exceptional communication, interpersonal, and negotiation skills.
• Ability to work effectively under pressure and manage multiple priorities.