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Supervisor of Operations

2 weeks ago

Karachi, Sindh, Pakistan MCS Digitizing Full time
Job Description

We are seeking a highly skilled and experienced Supervisor to oversee all aspects of our software house operations. The successful candidate will be responsible for ensuring exceptional customer service and driving strategic objectives forward.

  • Lead and manage a team of software house agents, providing coaching, development, and performance management.
  • Develop and implement a comprehensive software house strategy aligned with the company's overall customer service goals.
  • Set clear performance metrics (e.g., call handling time, customer satisfaction score, first call resolution) and monitor progress towards achieving them.
Key Responsibilities:
  1. To develop and implement effective strategies for improving customer satisfaction and reducing resolution times.
  2. To work closely with the management team to achieve business objectives and drive growth.
  3. To maintain accurate records and reports on team performance, identifying areas for improvement and implementing corrective actions.
Requirements:
  • Minimum 4 to 5 years of experience in a call center leadership role.
  • Proven track record of success in improving call center performance and exceeding customer service goals.
  • Strong understanding of call center operations, metrics, and best practices.