Duty Supervisor

3 weeks ago

Karachi, Sindh, Pakistan Flyjinnah Full time

Join to apply for the Duty Supervisor - Inbound role at Fly Jinnah.

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Job Purpose

To guide, supervise, and monitor a team of Call Center agents in terms of operations and sales, providing accurate information in response to enquiries about products and services, making bookings, identifying and resolving problems and customer complaints, preparing and executing action plans; to drive the teams to achieve objectives by maximizing sales and enhancing customers' experience ensuring productivity is in line with set measures and company's adopted policies and procedures.

Key Responsibilities
  • Define and drive sales targets for the team to meet business goals and maximize profit, developing efficiency and best practices.
  • Plan work schedules and duty rosters for the inbound team to meet business requirements, monitoring adherence, attendance, leave, and overtime.
  • Supervise Call Center agents, monitor daily performance, and manage customer inquiries and complaints across channels.
  • Ensure accurate communication of product and service information; monitor sales performance and revenue achievement.
  • Assist the Supervisor/Manager with daily operations by providing on-floor guidance and support.
Performance Management & Development
  • Manage performance assessments weekly, identify gaps, and recommend improvement strategies.
  • Partner with supervisors/managers to develop individual and team development plans, including coaching, training, and counseling.
  • Identify customer service trends, analyze issues, and recommend improvements to enhance customer experience and service quality.
Technical & Maintenance
  • Ensure proper installation and maintenance of contact center systems and equipment.
  • Develop preventive maintenance programs and provide technical support as needed.
Qualifications
  • Bachelor's degree in Management or equivalent.
  • Proficient in Microsoft Office and technology systems.
  • Fluent in English.
Work Experience
  • Minimum 4 years in a similar role, preferably in aviation or low-cost airlines.
  • Experience with contact center technology systems.
  • Strong analytical, problem-solving, and communication skills.
  • Ability to work long hours under pressure.
  • Pakistani nationality; based in Karachi.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Industry: Airlines and Aviation
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