Team Lead

Description:

Waada is seeking a dynamic Team Lead – Inbound to guide and inspire our Customer Experience (CX) team. If you’re empathetic, analytical, and results-driven with solid expertise in call center operations, we’d love to meet you!

Key Responsibilities:
Lead, coach, and motivate inbound agents to achieve performance goals.
Monitor key metrics: AHT, CSAT, FCR, NPS.
Handle escalations and ensure high service quality.
Prepare and maintain performance reports & dashboards (Excel).
Work closely with QA & Training teams for continuous improvement.
Ensure compliance with tools and processes (CRM, VICI Dialer).

Requirements:
2–3 years of experience in a CX/Call Center leadership role.
Strong communication skills in Urdu & English.
Proficiency in Advanced Excel .
Hands-on experience with CRM & ticketing systems.