Contact Center Shift Supervisor

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Industry:

Banking/Financial Services

Category:

Operations

Total Position:

Job Type:

Full Time/Permanent ( First Shift (Day) )

Department:

Operations

Job Location:

Islamabad

Gender:

No Preference

Minimum Education:

Bachelors

Degree Title:

At least bachelor’s degree in business administration, project management, or related from an HEC recognized or foreign university.

Career Level:

Experienced Professional

Minimum Experience:

3 Years(3-5 years of contact center experience with at least 1-2 years’ in a supervisory role, preferably in a financial institution.)

Apply By:

Sep 28, 2023

Posted On:

Sep 22, 2023

Job Description

Supervision

Assist Contact center manager in hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all contact center objectives, performance standards, and policies.
Answering agent’s questions regarding best practices or difficult call handling.
Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine contact center goals.
Working with other supervisors\management to support agents and maximize customer satisfaction.
To support the contact center manager with Inbound and outbound operations when required as per business needs.

Productivity

Ensure all calls are addressed in the shortest possible time upholding the highest level of customer experience.
To ensure that all assigned tasks are equally distributed among the team and are effectively and efficiently completed within the assigned timelines.
Understand and strive to meet and exceed contact center KPI’s with regards to productivity in a manner that contact center statistics remain intact.
Ensure availability and presence during shifts to maintain individual & team.
productivity.

Other Assignments

Any other relevant projects/assignments assigned by line manager.

Required Skills

Customer Experience Management, Customer Satisfaction Management, Data Analysis, Monitoring, Configuration Switches, CEM Deployment, MS Office,

We are an equal opportunity employer and value talent diversity at our Bank. We do not discriminate on the basis of age, color, gender, marital status, race, religion, or disability status. Therefore, all qualified candidates are welcomed and encouraged to apply on our positions.

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