Contact Center Supervisor

ibex. Pakistan; Karachi Division; On-site; PKR 1,000,000 - 2,000,000; Full time

Job summary

ibex. Pakistan is seeking a skilled people leader in Karachi to guide a customer operations team, set direction, and uphold our values and standards.

You will drive performance, manage schedules, coach staff, resolve conflicts, and ensure high-quality customer interactions and timely resolutions.

Qualifications

• Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent.
• Proficiency in CRM tools, MS Excel, and contact center platforms.
• Excellent communication and people management skills.

Responsibilities

• Lead and engage the team by communicating the company's vision, purpose, core values, and policies while fostering ownership and accountability.
• Manage team performance by monitoring productivity, maintaining performance reports, ensuring schedule adherence, and driving quality and targets.
• Develop and coach employees through feedback, training, goal setting, recognition, and motivation to enhance performance.
• Handle employee relations by addressing concerns, resolving conflicts and grievances, and promoting a positive work environment.
• Deliver exceptional customer service by ensuring high-quality interactions, handling escalations, and meeting quality standards.
• Maintain strong product and process knowledge including products, services, FAQs, systems, and customer requirements for accurate information and efficient resolution.
• Communicate effectively with strong verbal and written skills, understanding diverse accents and cultures for professional interactions.
• Drive operational excellence by identifying process improvements, resolving challenges, and implementing solutions to enhance efficiency and service.
• Utilize business tools and technology including Microsoft Office and operational software for reporting, data management, and daily operations.
• Build strong stakeholder relationships by managing client expectations, supporting account requirements, and coordinating with internal teams.

Skills

Leadership

People management

Customer service

CRM tools

MS Excel

Communication skills

Team motivation

Education

Master’s or Bachelor’s degree in Business Administration/Commerce

Tools

CRM platforms

Contact center platforms

Job description

• Lead and engage the team by communicating the company's vision, purpose, core values, and policies while fostering a culture of ownership, professionalism, and accountability.
• Manage team performance by monitoring productivity, maintaining performance reports, ensuring schedule adherence, and driving the achievement of quality and operational targets.
• Develop and coach employees through regular feedback, training, goal setting, recognition, and motivation to enhance individual and team performance.
• Handle employee relations by addressing concerns, resolving conflicts and grievances, and promoting a positive, collaborative work environment.
• Deliver exceptional customer service by ensuring high-quality customer interactions, handling escalations, and achieving predefined quality and customer satisfaction standards.
• Maintain strong product and process knowledge including products, services, FAQs, systems, and customer requirements to ensure accurate information and efficient issue resolution.
• Communicate effectively by demonstrating strong verbal and written communication skills, understanding diverse customer accents and cultures, and ensuring clear and professional interactions.
• Drive operational excellence by identifying process improvement opportunities, resolving operational challenges, and implementing solutions to enhance efficiency and service delivery.
• Utilize business tools and technology effectively, including Microsoft Office Suite and operational software, for reporting, data management, and daily operations.
• Build strong stakeholder relationships by effectively managing client expectations, supporting account requirements, collaboratively engaging internal teams, and carrying out additional responsibilities assigned by management.

Required Qualifications & Experience

• Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent.
• Proficiency in CRM tools, MS Excel, and contact center platforms.
• Excellent communication and people management skills.