Customer Services supervisor is responsible for organization of employees/work in contact center. social media and on line support in a way that ensure contact center and social media and online support agents and applied system will maximize, support sales and marketing activities, pushing up the customer experience and make it easier to join, to order, to receive and to pay.

Contact center functionality

• Supporting future service vision and strategy inside the contact center.
• Implement agreed vision, strategy and agreed projects.
• Implement agreed regional incidents and claims processes.
• Secure agreed service levels.
• Make sure that there are efficient and formalized procedures in place, including a good coordination between all departments involved in the claim process, that guarantee that each claim is solved within the established time frames.
• Make sure that the area has the physical installations required in order to guarantee an optimal service level (claims IT support, etc).
• Make sure that the quality of the service offered and related KPIs are monitored and achieved on continuous basis

Reports, calls and other activities

• Checking that the call center tools working properly.
• Supervising social media activities and sending monthly reports and documents for the yearly report.
• Follow up with the courier companies to make sure that the parcels are delivered on time.

Staff Planning, Training and coaching

• Train and improve customer service skills of team and try to keep it at the most world class level
• Assure that all employees are properly trained and fit the required profile when it comes to for example an appropriate language and voice, etc
• Assure an optimal level of staffing aiming at improved service levels in parallel with increased productivity

Business support

• Make sure that all customer service activities are aligned with other areas.
• Pushing NPS score to be above target
• Assist in other operational areas when and where possible

Contact center manger must possess current and comprehensive knowledge about all contact center processes in order to ensure smooth work, performed in accordance with applicable procedures. A successful candidate for this position should be organizer, precise, accurate and hard worker. Ability to work under pressure and independently bring decision. Ability to work overtime. Ability to understand others and coach. Has knowledge of computer skills.

• Bachelor’s degree
• 2+ of experience in similar position is required
• Highly motivated
• MS office suite (advanced level)
• Ability to work in a team and separately
• Fluent Urdu and English
• Customer oriented