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Team Lead / Floor Supervisor
Descripción de la vacante
A leading BPO service provider in Lahore is seeking a Call Center Team Lead/Supervisor to manage and motivate customer service representatives. The role involves supervising team performance, handling escalations, and ensuring excellent customer service. Ideal candidates will have 2–4 years of experience in call centers and strong leadership skills. Benefits include health insurance and bonuses.
Servicios
Formación
- Bachelor’s degree or equivalent work experience.
- 2–4 years of experience in a call center, with 1–2 years in a supervisory role.
- Strong leadership and team management skills.
Responsabilidades
- Lead and support a team of call center agents.
- Monitor performance and provide feedback.
- Handle escalated customer calls efficiently.
The Call Center Team Lead/Supervisor is responsible for managing, coaching, and motivating a team of customer service representatives to deliver exceptional service and achieve performance targets. The role involves monitoring daily operations, ensuring adherence to processes, handling escalations, and driving continuous improvement in customer experience and team efficiency.
- Team Management & Supervision
- Lead, supervise, and support a team of call center agents.
- Monitor team performance and provide regular feedback, coaching, and mentoring.
- Schedule shifts, manage attendance, and ensure staffing adequacy.
- Performance Monitoring
- Track KPIs such as call quality, AHT (Average Handling Time), CSAT (Customer Satisfaction), and SLA adherence.
- Conduct call audits and performance evaluations.
- Prepare daily/weekly/monthly performance reports.
- Customer Service Excellence
- Handle escalated customer calls and resolve issues effectively.
- Ensure agents maintain professionalism, empathy, and adherence to company standards.
- Identify process gaps and recommend solutions for better customer experience.
- Training & Development
- Conduct regular training and refresher sessions for agents.
- Support new hires in onboarding and skill development.
- Promote a positive work environment that motivates the team.
- Operations & Compliance
- Ensure adherence to company policies, call scripts, and quality standards.
- Coordinate with other departments to resolve customer issues.
- Maintain compliance with data protection and regulatory requirements.
- Bachelor’s degree (preferred) or equivalent work experience.
- 2–4 years of experience in a call center environment, with at least 1–2 years in a supervisory/team lead role.
- Strong leadership, coaching, and team management skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Proficiency in call center software/CRM tools and MS Office.
- Ability to work under pressure, multitask, and meet targets.
- Knowledge of call center KPIs and operational metrics.
- Strong leadership and people-management skills.
- Excellent communication (English fluency preferred for international campaigns).
- Ability to coach, mentor, and motivate underperforming agents.
- Good knowledge of CRM tools, call monitoring systems, and reporting software.
- Analytical mindset with the ability to understand and act on KPIs.
- Conflict resolution and problem-solving abilities.
Health Insurance, Incentive Bonus, Medical, Sports and Entertainment
* El índice de referencia salarialse calcula en base a los salarios que ofrecen los líderes de mercado en los correspondientes sectores. Su función es guiar a los miembros Prémium a la hora de evaluar las distintas ofertas disponibles y de negociar el sueldo. El índice de referencia no es el salario indicado directamente por la empresa en particular, que podría ser muy superior o inferior.