lahore

Operations Supervisor - International

Job Description:

  • To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
  • To completely understand consumer language and accent and respond to his/her questions in the best possible manner
  • To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
  • To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
  • To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
  • To have extensive exposure to and firsthand knowledge of the relevant culture names addresses and language.
  • To have knowledge regarding efficient usage of software for data entry and/or searching.
  • Knowledge of the processes outlined for:
    • Case Handling
    • Call backs
    • Escalations
    • Forwarding
    • Reporting / Data Logging
  • Conduct weekly call monitoring and coaching of Customer Support Executives.
  • 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 system and come up with solutions and improvements in the system.
  • To improve and facilitate teamwork and coordination through effective communication within the team.
  • Take escalation calls when needed and promote exceptional customer service by provide first hand resolution
  • To promote professionalism in the call center environment.
  • Proficient in the use of Microsoft Office Suite.
  • To manage the décor and cleanliness of the call center.

 Reports

  • Statistical data to analyze team’s performance
  • Analytical view of team’s KPIs and trends
  • Root cause Analysis of challenges and their action taken

Job Specification:

  • Good email writing skills
  • Strong leadership and organizational skills
  • Interpersonal skill
  • Reporting and Analytical Skills
  • MS Office especially Excel and PowerPoint
  • Excellent written and verbal communication skills

Perks & Benefits:

  • Medical Insurance
  • Permanent Employment Status
  • Provident Fund
  • Internal Job Opportunities
  • Annual Leaves
  • Leaves Encashment
  • Referral Bonus
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lahore

Plot No. 13, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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lahore

Operations Supervisor - International

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Operations Supervisor - International

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