Call Center Team Lead
Xcentric Services, Pakistan

Answering incoming customer calls and responding to inquiries.
Providing excellent customer service and resolving customer issues in a timely manner.
Explaining our products and services to customers and addressing any questions or concerns they may have.
Adhering to all company policies and procedures.
Lead and manage a team of call center officers.
Provide backup support and ensure all the team goals are met.
Monitor call volume, prioritize and distribute the workload for the team.
Track and measure individual and group goals throughout the day and on a long-term basis.
Conduct performance reviews, prepare performance reports and present to management.
Provide feedback & coaching to team members for improvement of performance and quality of service.
Collaborate with other teams such as branches and Head Office departments to ensure a cohesive customer experience.

Minimum Bachelor's degree required.
Previous call center experience is a must.
Strong problem-solving skills and ability to handle difficult customers.
Excellent computer skills, including familiarity with Microsoft Office and web-based applications.
Ability to multitask and manage time effectively.
Excellent communication skills both written and verbal (fluent in Urdu & English).
Strong attention to detail and ability to identify patterns and trends.
Experience with data analysis and report generation.
Capable of multitasking, working under pressure.
Good knowledge of call center metrics and performance indicators.