Operations Supervisor

2 weeks ago

Karachi, Sindh, Pakistan ibex. Pakistan Full time 900,000 - 1,200,000 per year

Company Description

ibex delivers innovative business process outsourcing (BPO), smart digital marketing, and end-to-end customer engagement solutions to help companies acquire, engage, and retain valuable customers. Operating a global CX delivery center model with 34 facilities worldwide, ibex deploys next-generation technology to drive superior customer experiences for many of the world's leading companies across various sectors. With a diverse global team of over 30,000 employees and industry-leading technology, including the Wave X platform, ibex manages nearly 200 million critical customer interactions annually. For more information, visit and connect on LinkedIn.

Role Description

This is a full-time, on-site role located in Karachi, Pakistan for a Operations Supervisor. The Operations Supervisor will be responsible for overseeing day-to-day operations, managing a team of associates, and ensuring service delivery meets company standards. They will also be tasked with mentoring and guiding team members, tracking performance metrics, and handling escalations to maintain high levels of customer satisfaction.

Qualifications

  • Leadership, Team Management, and Mentoring skills
  • Strong Communication, Problem-Solving, and Conflict Resolution skills
  • Experience in Tracking Performance Metrics and Handling Escalations
  • Customer Service and Operations Management skills
  • Proficiency with Customer Engagement Platforms and Technology
  • Ability to work in a fast-paced and dynamic environment
  • Experience in the BPO industry is a plus
  • Bachelor's degree in Business, Management, or related field

Job Description:

  • To be able to handle team's concerns and provide conflict resolution. To address all grievances.
  • To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
  • To speak in an accent that is fully understood and appreciated by the consumer.
  • To completely understand consumer language and accent and respond to his/her questions in the best possible manner.
  • To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.
  • Team member's development through additional training and goal setting as identified.
  • To make sure that the employees are following the schedule properly.
  • Maintain accurate agent performance stats and reports.
  • To identify and foresee problems in the existing operations system and come up with solutions and improvements in it.
  • To improve and facilitate team work and coordination through effective communication within the team.
  • Proficient in the use of Microsoft Office Suite..
  • Other related job responsibilities as assigned by Contact Center Manager.

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