Customer Service Team Lead

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

Key Responsibilities:

• Lead, coach, and motivate CX agents to achieve performance goals.
• Monitor key metrics: AHT, CSAT, FCR, NPS.
• Handle escalations and ensure high service quality.
• Prepare and maintain performance reports and dashboards (Excel).
• Collaborate 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.
• Experience in banking or insurance industry preferred.