Supervisor

Premier NX; Lahore; On-site; PKR 840,000 - 1,320,000; Full time

Benefits offered by this job

On-the-job trainings

Medical Coverage (IPD)

Life Insurance

Paid Leaves

Provident Fund

Employee engagement & wellness initiatives

Engagement & wellness

Job summary

A leading service provider in Lahore is seeking an experienced Supervisor to oversee daily operations and lead operational teams. The ideal candidate will have strong leadership, communication, and problem-solving skills to drive team performance and service delivery. Responsibilities include monitoring team KPIs, coaching team members, resolving operational challenges, and ensuring compliance with quality standards. This role offers comprehensive benefits, including medical coverage and paid leaves in a collaborative environment.

Qualifications

• Strong leadership, coaching, and mentoring skills.
• Ability to manage multiple tasks and priorities effectively.
• Excellent communication skills – both written and verbal.
• Strong analytical and problem-solving abilities.
• Knowledge of industry standards and operational best practices.
• Proficient in performance management and quality assurance processes.
• Ability to work in a fast-paced environment and adapt to evolving client needs.
• Prior experience in a leadership role is a must.

Responsibilities

• Supervise daily operations across assigned teams and processes.
• Monitor and manage team performance to ensure adherence to KPIs.
• Lead, coach, and mentor team members to enhance productivity.
• Resolve escalations and operational challenges as they arise.
• Conduct regular performance reviews and feedback sessions.
• Collaborate with Quality, Training, and Workforce teams to maintain service standards.
• Ensure compliance with company policies, client guidelines, and data security protocols.
• Maintain accurate shift reports, dashboards, and operational documentation.
• Support new hire onboarding and continuous skill development for team members.
• Drive a culture of accountability, collaboration, and continuous improvement.

Skills

Leadership

Communication

Problem-solving

Coaching

Analytical skills

Quality assurance

Industry standards

Performance management

Adaptability

Leadership experience

Education

Bachelor's degree or equivalent professional experience

Job description

We are seeking a dedicated and skilled Supervisor to oversee daily operations. The Supervisor will lead and support operational teams to ensure high-quality service delivery, compliance with client requirements, and continuous process improvement.

This role requires strong leadership, communication, and problem-solving skills to drive team performance and operational excellence.

Key Responsibilities:

• Supervise daily operations across assigned teams and processes.
• Monitor and manage team performance to ensure adherence to KPIs and SLAs.
• Lead, coach, and mentor team members to enhance productivity and engagement.
• Resolve escalations and operational challenges in a timely and professional manner.
• Conduct regular performance reviews and feedback sessions.
• Collaborate with Quality, Training, and Workforce teams to maintain service standards.
• Ensure compliance with company policies, client guidelines, and data security protocols.
• Maintain accurate shift reports, dashboards, and operational documentation.
• Support new hire onboarding and continuous skill development for team members.
• Drive a culture of accountability, collaboration, and continuous improvement.

Requirements:

• Strong leadership, coaching, and mentoring skills.
• Ability to manage multiple tasks and priorities effectively.
• Excellent communication skills – both written and verbal.
• Strong analytical and problem-solving abilities.
• Knowledge of industry standards and operational best practices.
• Proficient in performance management and quality assurance processes.
• Ability to work in a fast-paced environment and adapt to evolving client needs.
• Prior experience in a leadership role is a must.

Preferred Qualifications:

• Bachelor's degree or equivalent professional experience.
• Prior experience in a client-facing role within a BPO or similar environment.

What we offer:

• On-the-job trainings
• Medical Coverage (IPD)
• Life Insurance
• Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
• Provident Fund
• Employee Old Age Benefits (EOBI)
• Employee engagement & wellness initiatives

Location: NASTP, Cantt Lahore.
Shift: EST