Customer Experience Supervisor

1 week ago

Karachi, Sindh, Pakistan Waada Digital Pvt Ltd Full time 50,000 - 100,000 per year

We're looking for a Customer Experience Supervisor to lead our inbound customer support team and ensure exceptional service delivery. This role involves coaching agents, managing performance metrics, and driving continuous improvement in customer experience.

Key Responsibilities:

  • Supervise and coach inbound agents to meet performance targets.
  • Monitor key metrics including AHT, CSAT, FCR, and NPS.
  • Handle customer escalations and ensure timely resolution.
  • Maintain service quality through regular feedback and coaching.
  • Prepare and maintain performance reports and dashboards in Excel.
  • Collaborate closely with QA and Training teams to enhance agent performance.
  • Ensure process compliance and proper use of tools (CRM, VICI Dialer).

Requirements:

  • 2–3 years of experience in a call center or CX role.
  • Strong communication skills in Urdu and English.
  • Advanced proficiency in Excel (pivot tables, VLOOKUP).
  • Hands-on experience with CRM and ticketing systems.

Job Type: Full-time

Work Location: In person

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