Call Center Supervisor / Customer Operations Staff

Chhipa Welfare Association USA, INC.; Karachi Division; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Chhipa Welfare Association USA, INC. is seeking a Call Center Supervisor / Customer Operations Staff to oversee 24/7 emergency helpline operations and ensure quality service. You will monitor AHT, queues, and SLA, dispatch ambulances, and coach agents while maintaining detailed logs.

Educational background includes a graduation degree; 2-3 years in call center operations or emergency helpline supervision is preferred. The role is full-time at the Karachi posting.

Qualifications

• Graduation from a recognized university; diploma in call center management or customer service preferred.
• Minimum 2 to 3 years of experience in call center operations or emergency helpline supervision.

Responsibilities

• Supervise 24/7 emergency helpline operations (1020); monitor queues, AHT and SLA; dispatch ambulances via GPS.
• Handle escalated callers; coach agents; log incidents and shift reports.
• Emergency dispatch telephony, ACD/IVR, queue management, de-escalation, rosters.

Skills

Call center operations

Emergency helpline supervision

Education

Graduation (BA, B.Sc., B.Com, or BBA)

Job description

Call Center Supervisor / Customer Operations Staff

Active Prep Supervisory Operations Scale PPR-2026-B15-2437 PaperPK-20261025-2437

Official recruitment notification, eligibility criteria, pay scale (Supervisory Operations Scale), quota allocation, and written screening test syllabus for Call Center Supervisor / Customer Operations Staff in the Chhipa Welfare Association.

Job Specifications & Posting Details

Case Number PPR-2026-B15-2437

Pay Scale / BPS Supervisory Operations Scale

Total Positions 5

Job Type / Status Full Time / Permanent

Place of Posting Karachi

Age Limit 22-35 years

Estimated Base Salary Package Supervisory Operations Scale plus Emergency Duty Allowance

Posting Date October 25, 2026

Apply Before November 10, 2026

Minimum Qualifications & Experience

Educational Qualification Graduation (BA, B.Sc., B.Com, or BBA) from a recognized university; diploma in call center management or customer service preferred.

Prescribed Experience & Eligibility Criteria Minimum 2 to 3 years of experience in call center operations or emergency helpline supervision.

Job Description & Position Overview

The Call Center Supervisor / Customer Operations Staff is responsible for executing assigned duties in Chhipa Welfare Association. Core focus includes operational efficiency, statutory compliance, quality standards, and adherence to standard operating procedures.

• Supervise 24/7 emergency helpline operations (1020); monitor call queues, Average Handling Time (AHT), and Service Level compliance; dispatch emergency ambulance fleet via GPS tracking systems; handle escalated or distressed caller inquiries; conduct agent quality monitoring and coaching; maintain detailed incident logs and shift reports.
• Emergency Dispatch Telephony, ACD and IVR Systems, Call Queue Management, Caller De-escalation, Shift Roster Planning, Quality Assurance Coaching

100 MCQs screening test comprising domain specialization (50%), administrative/office governance (30%), and English/communication (20%).

Chhipa Welfare Association is dedicated to operational excellence, professional governance, and high-standard public and commercial service delivery in Pakistan.

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