Job Title: Call Center Supervisor
Location: Lahore
Job Type: Full-time
Experience Level: Prior experience is must, ideally minimum of 1-2 years. More experienced applicants will be preferred.
Job Description:
As an experienced Call Center Supervisor/Manager, you will play a critical role in managing our call center operations and ensuring the delivery of exceptional customer service to clients in the USA, UK, and Western markets. You will lead a team of dedicated customer service representatives, drive performance improvements, and contribute to our mission of exceeding client expectations.
Key Responsibilities:
Team Leadership: Lead, motivate, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
Performance Monitoring: Monitor and assess team performance, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs).
Quality Assurance: Implement and maintain quality assurance processes to ensure consistently high-quality interactions with customers.
Training and Development: Identify training needs, provide coaching and guidance to team members, and facilitate continuous skill development.
Operational Efficiency: Optimize call center operations to meet and exceed client expectations while managing resource allocation effectively.
Client Engagement: Build and maintain strong relationships with clients, understanding their unique requirements and proactively addressing concerns.
Reporting: Generate and analyze reports on call center performance, identifying trends and areas for improvement.
Compliance: Ensure that the call center operates in compliance with industry regulations and company policies.
Benefits:
Competitive salary and performance-based bonuses.
Opportunities for career advancement.
A supportive and collaborative work culture.
Exposure to diverse international markets.
If you are an experienced Call Center Supervisor with a strong track record of success and a passion for delivering outstanding customer service, we invite you to apply for this exciting opportunity. Join our team and contribute to our mission of exceeding client expectations.
Qualifications:
Bachelor's degree in business, communication, or a related field preferred.
Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets.
Strong fluency in English.
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with a focus on performance metrics.
Experience with call center software and technology.
Client-focused and committed to delivering exceptional service.
Flexibility to work in shifts as required.