Duty Supervisor

3 weeks ago

Karachi, Sindh, Pakistan Fly Jinnah Full time

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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 set sales targets for the team to achieve business goals and maximize profit by developing efficiency and providing guidance on best practices.
  • Plan work schedules and duty rosters for the inbound team (rotational) to meet business requirements, monitor adherence, attendance, leave, and overtime records.
  • Supervise Call Center agents; monitor daily performance to ensure smooth operations; manage customer inquiries and complaints from channels like telephone calls.
  • Ensure accurate communication of product and service information; monitor sales performance and revenue achievement.
  • Assist the Supervisor/Manager in daily operations by providing on-floor guidance, support, and monitoring.
Performance Management & Development
  • Manage performance assessment reports weekly to identify gaps and recommend improvements.
  • Collaborate with Supervisors/Managers to develop individual and team development plans, including coaching, mentoring, and training.
  • Identify customer service trends; analyze complaints; recommend improvements to enhance customer experience and service quality.
Technical & Operational Oversight
  • Ensure proper installation and maintenance of contact center facilities and systems in coordination with IT.
  • Develop preventive maintenance programs and provide technical support.
  • Perform additional responsibilities as assigned by the Line Manager/Supervisor.
Qualifications & Experience
  • Bachelor's degree in Management or equivalent.
  • Proficiency in technology systems and Microsoft Office.
  • Fluent in English.
  • 4+ years of relevant experience, preferably in aviation or low-cost airlines.
  • Knowledge of contact center systems and data analysis skills.
  • Strong problem-solving, negotiation, and communication skills.
  • Ability to work long hours under pressure.
  • Must be Pakistani and based in Karachi.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industry: Airlines and Aviation
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