call centre supervisor

Safa Worldwide Private Limited

Recruitment: HR Executive.Location: DHA Phase 6, Khayaban-e-Shahbaz, KarachiJob Type: Full-Time | Permanent | Office-BasedSalary: PKR 60,000 &ndash; 75,000 per monthAbout UsSafa Worldwide Pvt. Ltd. is a well-established BPO company operating in Karachi since 2015. We handle thousands of customer interactions daily, supporting UK-based customers with service enquiries, billing queries, mobile contract upgrades, and more.As we continue to grow and expand our partnerships, we are looking to strengthen our HR team with a dedicated Recruitment HR Executive to support immediate hiring needs (approximately 50 sales roles) and deliver structured training programs.Key Responsibilities<ul><li>Manage end-to-end recruitment: job postings, CV screening, and initial phone interviews</li><li>Conduct face-to-face interviews and candidate assessments</li><li>Administer tests to evaluate typing speed, listening skills, and general aptitude</li><li>Oversee onboarding processes, including documentation and orientation scheduling</li><li>Deliver HR policy training and non-product training (e.g., soft skills, communication)</li><li>Maintain and update employee records and HR databases</li><li>Support employee engagement initiatives and internal events</li></ul>Requirements<ul><li>Proven experience in recruitment and HR, preferably within a BPO, call centre, or software house environment</li><li>Confident, outgoing, and approachable personality</li><li>Strong interpersonal and communication skills</li><li>Fluent in written and spoken English (essential &ndash; UK customer base)</li><li>Well-organised, proactive, and detail-oriented</li><li>Proficient in Microsoft Office (Excel, Word, PowerPoint)</li><li>Ability to handle confidential information with professionalism</li></ul>Working HoursMonday to Friday: 12:00 PM &ndash; 8:00 PM(Location: DHA Phase 6, Khayaban-e-Shahbaz, Karachi &ndash; Office-Based)Job Type: Full-timePay: Rs60,000.00 - Rs75,000.00 per monthApplication Question(s):<ul><li>Do you have any HR experience in a an international call centre? </li><li>What is your expected salary? </li><li>What is your age?</li><li>What is your residential area?</li><li>Can you manage your transport to DHA phase 6 on your own? </li><li>Rate your spoken english on a scale of 10?</li></ul>Work Location: In person

HR Manager-UK Call centre

Code Flairs

We are seeking motivated and results-driven Call Centre Agents for our SEO/Digital Marketing Campaign. The ideal candidate will be responsible for connecting with potential clients, introducing digital marketing services, and generating qualified leads or sales while maintaining a high level of professionalism.Key Responsibilities:<ul><li>Make outbound calls to businesses to introduce SEO and digital marketing services</li><li>Explain service benefits, pricing, and packages clearly to potential clients</li><li>Generate leads, schedule appointments, and close sales where applicable</li><li>Handle client inquiries and objections professionally</li><li>Maintain accurate records of calls and client information in CRM</li><li>Achieve daily and monthly performance targets</li></ul>Requirements:<ul><li>Previous experience in a call center or sales role (Digital Marketing campaign preferred)</li><li>Strong communication and persuasion skills</li><li>Basic understanding of SEO and digital marketing services</li><li>Ability to work in a target-driven environment</li><li>Basic computer knowledge and CRM familiarity</li></ul>What We Offer:<ul><li>Competitive salary package</li><li>Attractive commission structure</li><li>Professional and supportive work environment</li><li>Opportunities for career growth and skill development</li></ul>How to Apply: Interested candidates can apply with their updated resume via following whatsApp: +92 325 4283182 . Only shortlisted candidates will be contacted.Job Type: Full-timePay: Rs35,000.00 - Rs40,000.00 per monthWork Location: In person

Call Centre Agent (SEO / Digital Marketing Campaign) - Night Shift

IGATE

<div>We are looking for a professional and customer-focused Call Centre Operator to handle inbound and outbound communications. The role involves assisting customers, addressing inquiries, and ensuring a positive service experience while maintaining accurate records. 
Key Responsibilities
Answer inbound calls and make outbound calls as required
Provide information, resolve inquiries, and handle complaints professionally
Record and update customer details in relevant systems
Follow scripts, procedures, and service standards
Escalate complex issues to appropriate departments
Meet performance and response time targets 
Requirements 
<ul><li>
Strong communication and interpersonal skills</li><li>
Ability to remain calm and professional under pressure</li><li>
Basic computer and data entry proficiency</li><li>
Organizational and multitasking ability</li><li>
Previous customer service experience preferred</li></ul> 

Benefits<ul><li> 
Fuel Allowance</li></ul>
Medical Insurance
Free Lunch Facility (In-house)<ul><li>️ GYM Passport (Panel Gym's Free of Cost)</li></ul>
Participatory Fund
Market Competitive Salary
Learning &amp; Challenging Work Environment
&zwj; Amazing Work Culture
Paid Time off
&zwj;&zwj;&zwj; Group Life Insurance<ul><li>Maternity Leaves and many more</li></ul></div>

Call Centre Operator - Gulberg Islamabad

Leader Communications Incorporated

<div><div>Position Summary</div><div><div> 
The Contact Center Supervisor is responsible for overall project management of complex, multi-task contact center operations supporting high-volume inquiries from the general public across multiple communication channels. The UCC Supervisor ensures service quality, workforce management, operational efficiency, SLA compliance, and continuous service improvement within a structured federal IT environment. UCC Supervisor to oversee public-facing contact center operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD). 
Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.</div></div><div> 
Duties &amp; Responsibilities</div><div><div> 
<ul><li>
Responsible for overall project management of complex, multi-task IT contact center operations.</li><li>
Plan, organize, and manage groups of employees engaged in technical and customer service duties.</li><li>
Provide administrative and technical direction to personnel and work without supervision.</li><li>
Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.</li><li>
Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.</li><li>
Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements.</li><li>
Provide customer representatives with the status and activities of personnel covered under the contract.</li><li>
Respond to administrative or technical requests from Government customer representatives.</li><li>
Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.</li><li>
Oversee Customer Service Representatives (CSRs) handling public inquiries via phone, email, and web-based platforms.</li><li>
Ensure compliance with approved scripts, knowledge articles, and email response templates.</li><li>
Monitor Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Customer Relationship Management (CRM) systems.</li><li>
Manage documentation and case tracking within CRM platforms.</li><li>
Oversee workforce forecasting, call pattern monitoring, and real-time schedule adjustments.</li><li>
Ensure compliance with UCC training program modules and onboarding requirements.</li><li>
Conduct quality assurance reviews and trend analysis to identify operational improvement opportunities.</li><li>
Collaborate with Government stakeholders to enhance automation capabilities, including AI-enabled virtual agent solutions.</li></ul> 
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor</div></div><div> 
Education &amp; Experience Requirements</div><div><div> 
<ul><li>
Education (Required); BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent</li><li>
Five (5) years of experience in a high-volume contact center supporting the general public.</li><li>
Clearance Requirement: Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).</li>
One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization 
<li>
</li></ul></div></div> 
<div>Skill &amp; Certification Requirements</div><div><div> 
<ul><li>
Demonstrated experience managing multi-channel customer support operations including phone, email, and web-based platforms.</li><li>
Experience overseeing workforce management, SLA adherence, and performance reporting within a structured service environment.</li><li>
Contact center operations management</li><li>
Customer Relationship Management (CRM) systems (Salesforce or similar)</li><li>
Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systems</li><li>
SLA tracking and performance reporting</li><li>
Workforce management and call pattern monitoring tools</li><li>
Quality assurance and customer service best practices</li><li>
Public-facing customer service leadership</li><li>
Team supervision and performance management</li><li>
Operational oversight of high-volume environments</li><li>
Workforce forecasting and scheduling optimization</li><li>
Quality assurance and continuous improvement</li><li>
Strong written and verbal communication skills</li><li>
Ability to work independently without supervision</li><li>
Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).</li><li>
Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner.</li><li>
Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.</li><li>
Personnel must possess administrative and project management skills.</li><li>
The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs.</li><li>
Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS</li><li>
LCI is an Equal Opportunity Employer/ Veterans/ Disabled</li></ul>
If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at hr@lcibest.com.</div></div></div>

Contact Center Supervisor

First Abu Dhabi Bank (FAB)

<div>
 
 Company Description
 
 
 
 Join the UAE&rsquo;s largest bank and one of the world&rsquo;s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting &amp; dynamic industry.
 
 
 
 Job Description
 
 
 
 
 JOB PURPOSE:
 
 
 
 Responsible for handling a team of CSR&rsquo;s providing 24/7 customer support to the existing customers/ new prospects, Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR&rsquo;s through customer service and up selling. Strong comprehension skills and solutions focused to Provide intensive coaching to new staff on products &amp; systems at the same time develop existing CSR&rsquo;s, mentor staff, provide coaching and motivational assistance,. Continuously review work processes for improvement and effective supervision is offered
 
 
 
 Key Accountabilities
 
 
 
 
 Team Supervision (only for Team leaders and supervisors)
 
 
 
 &squf; Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
 
 
 &squf; Provide on-the-job training and constructive feedback to assigned team to support their overall development.
 
 
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. or
 
 
 &squf; Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
 
 
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
 
 
 
 Budgeting and Financial Performance
 
 
 
 &squf; Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
 
 
 
 Policies, Systems, Processes &amp; Procedures
 
 
 
 &squf; Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service. Continuous Improvement
 
 
 &squf; Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
 
 
 
 Reporting
 
 
 
 &squf; Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.
 
 
 
 Specific Job Accountability
 
 
 
 &squf; Handle a team of CSR&rsquo;s providing 24/7 customer support to the Bank customers
 
 
 &squf; Maintaining service level as per SLA
 
 
 &squf; Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis
 
 
 &squf; Conduct Quality calls evaluation for the centre
 
 
 &squf; Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development
 
 
 &squf; Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA
 
 
 &squf; Supervise both the morning and evening shifts on rotation shifts
 
 
 &squf; Supervise processes and instructions handled by agents on day to day basis
 
 
 &squf; Handle difficult complaints or customers during an escalation by an agent
 
 
 &squf; Ensure operational controls are always maintained, and department complies with internal policies and regulations
 
 
 &squf; Supervise the 24 hours, 365 days a year shift operation of the call centre
 
 
 &squf; Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis
 
 
 &squf; Conduct training programs and link with post evaluation program
 
 
 &squf; Encourage team spirit
 
 
 &squf; Promote staff motivational programs in form reward and recognition
 
 
 &squf; Ensure all agents on their shifts on time
 
 
 &squf; Monitor sales performance and lead generation per staff
 
 
 &squf; Promote cross selling and sales achievements by target per agent &squf; Conduct monthly appraisal for the team members
 
 
 &squf; Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service
 
 
 &squf; Recommend training needs and additional quality controls relevant to the role
 
 
 
 Frameworks, Boundaries, &amp; Decision Making Authority
 
 
 
 &squf; Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
 
 
 &squf; Authorised to take decisions as per the approved authorization matrix
 
 
 
 Qualifications
 
 
 
 
 Minimum Qualifications:
 
 
 
 &squf; Bachelor&rsquo;s degree
 
 
 
 Minimum Experience
 
 
 
 &squf; 3 years relevant experience in customer service / Contact Centre
 
 
 &squf; Should hold valid UAE National family book (Mandatory)
 
 
 
 Knowledge, Skills, And Attributes
 
 
 
 &squf; Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
 
 
 &squf; Excellent communication skill in English &amp; Arabic
</div>

Team Leader - Contact Center - Al Ain

<div>Overview:
<div></div>
About TP<div> 
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world&rsquo;s best brands streamline their business in meaningful and sustainable ways.</div>
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. 
Benefits of working with TP include:<ul><li>
Paid Training</li><li>
Competitive Wages</li><li>
Full Benefits (Medical, Dental, Vision, 401k and more)</li><li>
Paid Time Off</li><li>
Employee wellness and engagement programs</li></ul> 
TP and You<div> 
</div><div>Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.</div> 
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!<div> 
Purpose</div><div>
Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures</div><div></div><div> 
This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship.</div>
Responsibilities:
<div>
Your Responsibilities</div><ul><li>
Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics</li><li>
80% of your day will consist of coaching and educating agents on how to improve their performance</li><li>
Create an environment focusing on fun, enthusiasm and accountability</li><li>
Take initiative and show leadership by creating performance improvement plans</li><li>
Administer coaching and disciplinary action when appropriate</li><li>
Handle both internal and client led performance discussions</li><li>
Perform other related duties and assignments as required and as assigned by supervisor or other management</li></ul><ul><li>
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately</li><li>
Must be able to take calls when needed.</li></ul>
Qualifications:
<div>
Qualifications</div><ul><li>
Preference for those with healthcare, nursing, and/or sales background</li><li>
College degree preferred or equivalent work experience required</li><li>
Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others</li><li>
Solid organizational, administrative, leadership and time management skills</li><li>
Ability to demonstrate personal ownership of tasks and follow through to obtain desired results</li><li>
Must have a keen sense of attention to detail</li><li>
Skilled in determining why and how tasks should be attempted and their effective completion</li><li>
Proven experience in overcoming unexpected difficulties and using logical problem-solving skills</li><li>
Typing speed of 25 wpm</li><li>
Excellent written and verbal communication skills consistent with North American business standards</li><li>
Must have availability to work various shifts influenced by current business needs</li><li>
High school diploma or GED required</li><li>
Excellent attendance history is required</li><li>
Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks</li></ul><div></div><div> 
Soft Skills</div><ul><li>
Process Excellence</li><li>
Collaboration</li><li>
Communication</li><li>
Emotional Intelligence</li><li>
Open-Mindedness</li><li>
Critical Thinking</li><li>
Solution Orientation</li><li>
Entrepreneurship</li><li>
AI Proficiency</li><li>
Data Literacy</li></ul><div></div><div> 
Be Part of Our TP Family</div><div>
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.</div><div></div><div> 
TP is an Equal Opportunity Employer</div></div>

Call Center Supervisor

ACE Marketing (Pvt) Ltd.

Join Our Team as a Call Center Agent We're hiring friendly and dedicated Call Center Agents to provide top-quality customer support. No sales, no targets &mdash; just helping clients and making a difference.What We Offer:<ul><li>Support-Only Role: No sales or pressure &mdash; just service.</li><li>Great Pay &amp; Growth: Competitive salary with promotion opportunities.</li><li>Training Provided: Ongoing skill development.</li><li>Positive Team Culture: Supportive and professional environment.</li><li>Pick &amp; Drop: Available for female staff.</li></ul>Requirements:<ul><li>Strong English communication</li><li>Willing to work night shifts</li><li>Responsible and punctual</li><li>Leadership potential is a plus</li></ul>Job Types: Full-time | Part-timeJob Types: Full-time, Part-timePay: Up to Rs40,000.00 per monthLanguage:<ul><li>Fluent English (Required)</li></ul>Location:<ul><li>Karachi (Required)</li></ul>Work Location: In person

Call Center Executives (O/A Levels)/Intermediate

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