Team Lead - Call Center

Job Title: Team Lead - Call Center

Department: Operations

Job Overview

The Team Lead Call Center is responsible for managing a team of customer service representatives to ensure exceptional customer experience, achievement of operational KPIs, and compliance with internal policies and regulatory requirements. The incumbent will drive team performance through coaching, monitoring, and continuous process improvement initiatives.

Key Responsibilities

• Lead, supervise, and motivate a team of Call Center Representatives to achieve individual and team objectives.

• Monitor daily productivity, service levels, adherence, and quality metrics.

• Conduct regular performance reviews, coaching sessions, and feedback discussions.

• Prepare and maintain team rosters, attendance records, and workforce utilization reports.

• Ensure delivery of outstanding customer service across all customer interactions.

• Monitor call quality and customer interactions to maintain service excellence.

• Handle escalated customer complaints and ensure timely resolution.

• Implement corrective action plans to improve customer satisfaction and operational efficiency.

• Prepare and analyze performance dashboards, KPI reports, and operational MIS.

• Track key metrics including SLA adherence, Average Handling Time (AHT), First Call Resolution (FCR), Quality Scores, and Customer Satisfaction (CSAT).

• Identify trends and provide actionable recommendations to improve team performance.

• Ensure compliance with State Bank of Pakistan regulations, internal policies, and operational procedures.

• Maintain confidentiality and security of customer information.

• Support audit, compliance, and risk-related activities as required.

• Identify operational challenges and recommend process enhancements.

• Collaborate with cross-functional teams to improve customer journeys and service delivery.

• Support implementation of new products, services, and system enhancements.

Experience Required

• 2-4 years of experience in Call Center Operations, Customer Service, or Banking Operations.
• At least 1 year of experience in a supervisory or team lead role will be preferred.
• Experience in digital banking, fintech, or financial services will be an added advantage.

Educational Background Required

• Bachelor's degree in business administration or management

Skills & Competencies

• Knowledge of Call Center KPIs and workforce management concepts.
• Proficiency in CRM systems and customer service platforms.
• Strong command of Microsoft Excel and reporting tools.
• Understanding of banking products, services, and customer support processes.
• Leadership and people management skills.
• Strong communication and interpersonal abilities.
• Customer-centric mindset.
• Problem-solving and decision-making capabilities.
• Analytical thinking and attention to detail.
• Ability to perform effectively in a fast-paced environment.

Raqami Bank is an equal opportunity employer. We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed.

Last date to apply: November 4, 2026