Domestic Call Center Supervisor

1 day ago

Karachi, Sindh, Pakistan beBee Careers Full time

About the Position:

The Sales Team Lead will be responsible for driving performance excellence within our team of agents in a domestic call center setting. If you have a proven track record of leadership, coaching, and performance improvement, we encourage you to apply.

Main Responsibilities:

  1. Lead the Team: Directly manage and mentor a team of call center agents to ensure they consistently deliver high-quality results.
  2. Monitor Key Metrics: Regularly track and analyze key performance indicators (KPIs) such as call quality, conversion rates, and customer satisfaction to inform decision-making.
  3. Escalation Resolution: Proactively resolve customer complaints and issues in a timely manner to maintain a positive reputation.
  4. Agent Development: Deliver ongoing coaching and training to enhance team members' skills and knowledge, promoting continuous growth and improvement.
  5. Performance Enhancement: Develop and implement performance improvement plans to address underperformance and ensure consistent delivery of high-quality results.
  6. Regulatory Compliance: Stay up-to-date on and adhere to all relevant company policies, scripts, and industry regulations.
  7. Campaign Support: Collaborate closely with management to stay informed about campaign updates, objectives, and reporting requirements.
  8. Data Analysis: Analyze data to identify areas for improvement and provide actionable recommendations to optimize call center operations.

Requirements:

  • Education: A minimum of a Bachelor's degree in a relevant field is required.
  • Experience: At least 1 year of experience in a domestic call center environment is necessary.
  • Skills: Strong leadership and coaching skills, coupled with excellent communication and problem-solving abilities, are essential for success in this role.
  • Work Arrangement: This is a full-time position that requires working on-site.

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