CSR Supervisor- Operations

Title: CSR Supervisor- Operations TL
All the holidays will be followed as per International US/Canada)
Shift slots: Night (12:00 AM - 9:00 AM)
Working days: 6 days a week (alternate saturday or sunday)

Job Overview:
The Incumbent will oversees the daily performance, handles reporting, and manages the team's operational output.
This person will acts as the bridge between front-line agents and upper management by executing three core functions:

• Pre-Shift Checklist (Equipment & Readiness)
• Verifies that internet connections, backup power (UPS/generators) are fully functional.
• Ensures all agent headsets, systems, and software logins (like TMS or CRM platforms) are operational before the shift kicks off.
• Shift Management (Floor Control)
• Manages attendance, agent schedules, and shift handovers.
• Monitors live queues to ensure customer queries or dispatch issues are resolved without delay.
• Post-Shift Reporting (Handover)
• Compiles and delivers the End of Shift (EOS) Report to the next shift incharge.
• Documents key metrics such as, resolved issues, pending deliveries, and any system downtime experienced by the team.

Requirements:

• At least 1–2 years as (Team Lead, Supervisor, or Shift Incharge).
• Prior experience in US/Canada 3PL (Third-Party Logistics), or freight forwarding is highly preferred.
• Excellent spoken and written English to coordinate smoothly with International team.
• Ability to step in and handle escalated calls, driver disputes, missed pick-ups, or freight rate negotiations.
• Proven ability to manage a team of 8-10 agents, handle shift rosters, manage attendance, and motivate staff during stressful night hours.

Application Question(s):

• What's your current salary and benefits?
• What's your expected salary?
• How soon you can join us? (Notice period)
• How many years of experience do you have as CSR Supervisor in Operations?
• Do you have experience in working with International teams? (yes/no)
• Are you comfortable to join in the Night Shift? Timings: 12 AM to 9 AM

Location:

• Karachi (Required)

Work Location: In person