Lead Call Center Team Supervisor

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time
About the Role

We are seeking an experienced and results-driven professional to join our team as a Lead Call Center Team Supervisor. In this role, you will be responsible for guiding, supervising, and monitoring a team of Call Center agents in terms of operations and sales.

  • Develop and drive sales targets of assigned teams to achieve business objectives by maximizing sales and enhancing customers' experience, ensuring productivity meets set measures and company policies.
  • Plan and monitor work schedules, duty rosters, adherence, attendance, leave, and overtime records for assigned teams.
  • Supervise Call Center agents, monitoring day-to-day performance to ensure smooth operations; manage customer inquiries and complaints raised from different channels.
  • Evaluate and communicate accurate product information through teams; monitor performance in terms of sales and revenue achievement.
  • Provide on-floor guidance, support, and monitoring to Call Center agents, assisting daily operations.
  • Manage individual/team performance assessment reports to identify pitfalls, gaps, and recommend best approaches and methodologies.
  • Partner with Supervisors/Manager to develop individual/group development plans, including coaching, mentoring, counseling, training courses, etc.
  • Analyze customer service trends, identify pitfalls, and recommend improvements to enhance customers' experience and implement best practices in services and operating procedures.
  • Maintain Contact Center technical facilities, systems, tools, and equipment, ensuring proper installation and maintenance in coordination with suppliers and IT division.
Key Qualifications
  • Bachelor's degree in Management or equivalent qualification.
  • Proficient in technology systems and tools; Microsoft Office expertise is essential.
Work Experience Requirements
  • Minimum 4 years of related working experience in a similar role, preferably in aviation; low-cost airline experience is beneficial.
  • Knowledge in Call/Contact Center technological systems and tools.
  • Proven skills in data analysis, problem-solving, and recommending effective solutions.
  • Capable of identifying problems, reacting to situations, and directing customers to the right channel.
  • Cost-conscious, possessing persuasive, negotiation, problem-solving, and decision-making skills.
  • Ability to balance technical expertise and interpersonal relations to execute new initiatives supporting company objectives.
  • Effective communication skills for building sales and marketing techniques.
  • Capacity to work extended hours under pressure.
  • Demonstrates ability to contribute and successfully deliver against business strategy and set KPIs.

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