Customer Service Team Lead at Waada

Waada is seeking a dynamicTeam 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:23 years of experience in a CX/Call Center leadership role.Strong communication skills inUrdu English.Proficiency inAdvanced Excel.Hands-on experience with CRM ticketing systems.Experience inbanking or insurance industrypreferred. Waada is seeking a dynamicTeam 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! Team Lead Customer Experience (CX)

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). 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).

23 years of experience in a CX/Call Center leadership role.Strong communication skills inUrdu English.Proficiency inAdvanced Excel.Hands-on experience with CRM ticketing systems.Experience inbanking or insurance industrypreferred. 23 years of experience in a CX/Call Center leadership role. Strong communication skills inUrdu English. Urdu English Proficiency inAdvanced Excel. Advanced Excel Hands-on experience with CRM ticketing systems. Experience inbanking or insurance industrypreferred. banking or insurance industry

📊 Experience Required: 2–3 years of experience

⭐ Seniority Level: Mid-Senior level

See who Waada has hired for this role

🏭 Industries: Insurance

👥 Number of Applicants: 25

📅 Posted Date: December 17, 2025