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OperationsFull-Time
Call Center Team Lead
Karachi, PakistanFull-TimeOperationsCompetitive + performance bonus
About This Role
Lead a team of 20–30 agents in our outbound call center. Experience in insurance or healthcare preferred.
Responsibilities
- Supervise and coach a team of 20–30 outbound call center agents
- Monitor real-time call quality and provide immediate feedback
- Conduct daily team huddles and weekly one-on-one coaching sessions
- Track and report on team KPIs including contact rate, conversion rate, and quality scores
- Escalate compliance concerns to the compliance team immediately
Requirements
- 3+ years of call center experience with at least 1 year in a supervisory role
- Experience in insurance, healthcare, or financial services call center operations
- Strong coaching and performance management skills
- Ability to work US business hours (EST/CST)
- Excellent English communication skills
Nice to Have
- Experience with outbound dialer platforms (Five9, Convoso, etc.)
- Knowledge of TCPA compliance requirements
- Background in final expense or Medicare sales