Team Leader

Job Summary
Mars BPO, a prominent leader in business process outsourcing, is looking for an experienced and motivated Team Lead to manage and guide a team of customer service representatives. This role demands a strong background in team leadership, excellent communication, and organizational skills, coupled with a passion for mentoring and developing team members. The successful candidate will be instrumental in driving team performance and ensuring the delivery of outstanding customer service within a fast-paced and innovative work environment.

Key Responsibilities
As a Team Lead, you will inspire and manage a team of customer service representatives to consistently meet and exceed daily, weekly, and monthly performance goals. You will continuously monitor team performance, provide constructive feedback, and implement effective strategies to boost productivity and enhance service quality.

You will be responsible for identifying training needs and organizing development sessions to maintain high industry standards and support the professional growth of your team members. Overseeing daily operations, you will streamline processes and ensure strict compliance with company protocols to maximize operational efficiency.

Serving as the primary point of contact for clients, you will promptly address any concerns and ensure their satisfaction with the services provided. Additionally, you will prepare and present detailed performance reports to senior management, highlighting key achievements, challenges, and opportunities for improvement.

Proactive problem-solving will be essential in resolving team issues or conflicts, maintaining a positive and productive work environment. You will also ensure that your team adheres strictly to company policies, procedures, and quality standards at all times.

Required Qualifications
Candidates must have a minimum of two years’ experience as a Team Lead within a BPO or a related industry. Strong leadership abilities, excellent communication, and interpersonal skills are essential. The role requires the ability to multitask effectively and perform well under pressure. Proficiency in MS Office and CRM software is also required to manage reporting and operational tasks efficiently.

Preferred Qualifications and Benefits
This position offers the opportunity to take on a critical leadership role within a growing and dynamic organization. You will work in a fast-paced environment that encourages professional growth and career advancement.

The salary range for this role is competitive, between Rs40,000 and Rs70,000 per month. Additional benefits include a drop-off service for female employees residing within a 10 KM radius, enhancing convenience and safety.

This is a full-time position based at Mars BPO’s Karachi office. Candidates who are eager to join a forward-thinking company committed to operational excellence and employee development are encouraged to apply. Take the next step in your career by leading a motivated team and contributing to the ongoing success of Mars BPO.