karachi

Lead Supervisor / Assistant Manager Operations

Job Overview: 

This position will be a part of the Operations team. Resource will be responsible to organize and direct the staff of our contact center. Resource will be responsible for assessing their work and give them feedback to maximize performance.

Key Responsibilities: 

  • Assist in the formulation of targets for individuals and teams
  • Answer questions from the CSEs & Supervisors and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as CSAT/NPS, AHT and QA.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports
  • Any other task assigned by the management from time to time
  • All assigned reports

Job Specification: 

  • Must have 3 - 4 years’ experience of Supervisory Role in Customer Services/Contact Center/Call Center.
  • Must have excellent organizational and leadership skills
  • Must have people management skills and knowledge about CSAT/NPS, AHT, and QA.
  • Ability to manage projects independently and meet tight deadlines.
  • Proficient in MS Office, Outlook and HRIS.

Perks & Benefits: 

  • Quarterly Performance based Bonus
  • Annual Increments
  • Internet Device
  • Medical Insurance
  • OPD (for complete family)
  • Provident Fund
  • Group Life Insurance
  • Annual Leaves
  • EOBI
Apply Now
karachi

ibex Tower, Plot # 5, Block B SMCHS, Adjacent FTC Building, Shahra-e-Faisal, Karachi 75500, Pakistan

Phone +92.111.874.874

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karachi

Lead Supervisor / Assistant Manager Operations

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Lead Supervisor / Assistant Manager Operations

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