Call Centre Supervisor Job in Lahore at Commtel

Call Centre Supervisor Position at Commtel

Commtel is seeking dedicated and experienced Call Centre Supervisors to join our team in Lahore. This is an exciting opportunity to lead our call centre operations and ensure the highest levels of customer satisfaction.

Job Overview

The Call Centre Supervisor will be responsible for supervising call centre representatives and ensuring that daily operations run smoothly. This role requires strong leadership skills and the ability to manage workflows effectively.

Key Responsibilities

• Supervise call centre representatives and service points, ensuring daily operations run smoothly.
• Monitor service levels, call quality, and customer satisfaction targets.
• Conduct quality assurance reviews of inbound and outbound calls, providing constructive feedback to agents.
• Handle escalations, including complaints and complex queries that first-tier agents cannot resolve.
• Plan shift schedules and manage workflows to ensure timely and efficient service.
• Analyze performance reports and call metrics to identify trends and gaps, recommending process improvements.
• Prepare regular management reports covering performance, challenges, and improvement plans.

Eligibility

To be considered for this position, candidates must meet the following requirements:

• Qualification: Bachelor’s degree in a relevant field.
• Experience: 2-3 years of call centre experience, including some in a supervisory or team lead role.
• Skills: Strong leadership, coaching, and communication skills; good command of call centre metrics (AHT, FCR, CSAT, service levels) and MS Excel/reporting; ability to work rotational shifts; banking or financial services experience is an advantage.

Application Procedure

Interested candidates should drop their resume with the subject line “Call Centre Supervisor – Lahore” to apply for this position.

Important Terms & Conditions

This position is contractual and requires working in shifts.