Operations Team Lead

2 days ago


Lahore, Punjab, Pakistan beBeeLeadership Full time 900,000 - 1,200,000
Job Overview:

The Lead Supervisor is responsible for overseeing the operations of all teams within the Contact Centre during assigned shifts.

The successful candidate will ensure high-quality performance, operational efficiency, and a seamless workflow across all functions.

Main Responsibilities:
  • Conduct analysis of previous day's performance
  • Highlight high and low performers
  • Maintain energy on the floor by updating white boards and announcing high rollers
  • Conduct coaching sessions with agents who need improvement
  • Report shift activity to managers
  • Coordinate with WFM/Tech and relevant teams to resolve system issues
  • Address agent concerns regarding adherence, attendance, and performance
  • Perform tasks assigned by Manager operations and serve as secondary POC when needed
  • Monitor random calls to improve quality and track operative performance
Key Qualifications:
  • Excellent leadership and organizational skills
  • Strong interpersonal and communication skills
  • Ability to multitask and develop team members
  • Proficiency in MS Office, especially Excel and PowerPoint
  • Minimum 2-3 years of Customer Services experience
  • Bachelor's Degree

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