Contact Center Supervisor

ibex. Pakistan; Karachi Division; On-site; PKR 900,000 - 1,500,000; Full time

Job summary

ibex. Pakistan seeks a proactive Team Lead to steer a customer operations group, align on vision, and drive ownership and accountability. You will coach staff, monitor performance, resolve escalations, and collaborate with internal teams to deliver high-quality service.

Strong communication and CRM proficiency are essential for managing stakeholders and achieving targets in a fast-paced environment.

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.
• Manage team performance by monitoring productivity, maintaining performance reports, and driving targets.
• Develop and coach employees through regular feedback, training, goal setting, recognition, and motivation.
• Handle employee relations by addressing concerns, resolving conflicts, and promoting a positive environment.
• Deliver exceptional customer service by ensuring high-quality interactions and handling escalations.
• Maintain strong product and process knowledge to ensure accurate information and efficient resolution.
• Communicate effectively with strong verbal and written skills across diverse cultures.
• Drive operational excellence by identifying process improvements and implementing solutions.
• Utilize Microsoft Office and operational software for reporting, data management, and daily ops.
• Build stakeholder relationships by managing expectations and collaborating with internal teams.

Skills

Excellent communication

People management

CRM tools proficiency

MS Excel

Contact center platforms

Education

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

Tools

CRM tools

MS Excel

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, collaborating with 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.