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

Telecure BPOGujar Khan, Punjab, Pakistan

14 days ago

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

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Customer Call Center • Gujar Khan, Punjab, Pakistan