Team Lead - Call Center

About the role

Raqami Bank is hiring a Team Lead for its Call Center within the Operations department. The role manages a team of customer service representatives so that customers receive an excellent experience, operational KPIs are met and internal policies and regulatory requirements are followed. Performance is driven through coaching, monitoring and continuous process improvement.

Key responsibilities

• Lead, supervise and motivate a team of Call Center Representatives to meet individual and team objectives.
• Monitor daily productivity, service levels, adherence and quality metrics, and track SLA adherence, AHT, FCR, quality scores and CSAT.
• Conduct regular performance reviews, coaching sessions and feedback discussions.
• Prepare and maintain team rosters, attendance records and workforce utilization reports.
• Ensure outstanding customer service, monitor call quality and handle escalated complaints with timely resolution.
• Implement corrective action plans and prepare performance dashboards, KPI reports and operational MIS.
• Ensure compliance with State Bank of Pakistan regulations, internal policies and procedures, and support audits, compliance and risk activities.
• Protect customer information, identify operational challenges, recommend improvements and collaborate with cross-functional teams on customer journeys.
• Support the rollout of new products, services and system enhancements.

Required profile

• 2-4 years of experience in Call Center Operations, Customer Service or Banking Operations.
• At least 1 year in a supervisory or team lead role preferred.
• Bachelor's degree in business administration or management.
• Experience in digital banking, fintech or financial services is an added advantage.

Required skills

• 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.
• Leadership, communication, problem-solving and analytical skills.