Supervisor of Customer Experience

3 days ago


Lahore, Punjab, Pakistan Wasko International Full time

The ideal candidate for this position will have a proven track record of success in call center management and a passion for delivering exceptional customer experiences. As a Call Center Supervisor/Manager at Wasko International, you will be responsible for leading a team of customer service representatives and driving business growth through effective call center operations.

Key Responsibilities:

  1. Leadership and Management: Foster a positive and productive work environment by leading, motivating, and mentoring a team of customer service representatives.
  2. Performance Improvement: Identify areas for improvement and develop strategies to address these issues and ensure adherence to key performance indicators (KPIs) and service level agreements (SLAs).
  3. Quality and Training: Implement and maintain quality assurance processes to guarantee consistently high-quality interactions with customers and provide coaching and guidance to team members.
  4. Operational Excellence: Optimize call center operations to meet and exceed client expectations while effectively managing resource allocation.

Requirements:

  • Bachelor's degree in business, communication, or a related field preferred.
  • Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets required.
  • Strong fluency in English, leadership and people management skills, excellent communication and interpersonal abilities, analytical mindset, experience with call center software and technology, and a client-focused approach essential.


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