Call Center Supervisor

3 weeks ago

Lahore, Punjab, Pakistan Wasko International Full time

Bachelor's degree and good English speaking skills.

Experience Level: Prior experience is a must, ideally a 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:

  1. Team Leadership: Lead, motivate, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
  2. Performance Monitoring: Monitor and assess team performance, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs).
  3. Quality Assurance: Implement and maintain quality assurance processes to ensure consistently high-quality interactions with customers.
  4. Training and Development: Identify training needs, provide coaching and guidance to team members, and facilitate continuous skill development.
  5. Operational Efficiency: Optimize call center operations to meet and exceed client expectations while managing resource allocation effectively.
  6. Client Engagement: Build and maintain strong relationships with clients, understanding their unique requirements and proactively addressing concerns.
  7. Reporting: Generate and analyze reports on call center performance, identifying trends and areas for improvement.
  8. Compliance: Ensure that the call center operates in compliance with industry regulations and company policies.

Benefits:

  1. Competitive salary and performance-based bonuses.
  2. Opportunities for career advancement.
  3. A supportive and collaborative work culture.

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.

Job Specification

Qualifications:

  1. Bachelor's degree in business, communication, or a related field preferred.
  2. Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets.
  3. Strong fluency in English.
  4. Strong leadership and people management skills.
  5. Excellent communication and interpersonal abilities.
  6. Analytical mindset with a focus on performance metrics.
  7. Experience with call center software and technology.
  8. Client-focused and committed to delivering exceptional service.
  9. Flexibility to work in shifts as required.
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