Job Description

We are seeking a dedicated and skilled Supervisor to oversee daily operations. The Supervisor will lead and support operational teams to ensure high-quality service delivery, compliance with client requirements, and continuous process improvement.

This role requires strong leadership, communication, and problem-solving skills to drive team performance and operational excellence.

Key Responsibilities:

• Supervise daily operations across assigned teams and processes.
• Monitor and manage team performance to ensure adherence to KPIs and SLAs.
• Lead, coach, and mentor team members to enhance productivity and engagement.
• Resolve escalations and operational challenges in a timely and professional manner.
• Conduct regular performance reviews and feedback sessions.
• Collaborate with Quality, Training, and Workforce teams to maintain service standards.
• Ensure compliance with company policies, client guidelines, and data security protocols.
• Maintain accurate shift reports, dashboards, and operational documentation.
• Support new hire onboarding and continuous skill development for team members.
• Drive a culture of accountability, collaboration, and continuous improvement.

Requirements:

• Strong leadership, coaching, and mentoring skills.
• Ability to manage multiple tasks and priorities effectively.
• Excellent communication skills – both written and verbal.
• Strong analytical and problem-solving abilities.
• Knowledge of industry standards and operational best practices.
• Proficient in performance management and quality assurance processes.
• Ability to work in a fast-paced environment and adapt to evolving client needs.
• Prior experience in a leadership role is a must.

Preferred Qualifications:

• Bachelor's degree or equivalent professional experience.
• Prior experience in a client-facing role within a BPO or similar environment.

What we offer:

• Market-competitive salary
• Career growth opportunities
• Learning & development programs
• On-the-job trainings
• Medical Coverage (IPD)
• Life Insurance
• Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
• Provident Fund
• Employee Old Age Benefits (EOBI)
• Employee engagement & wellness initiatives

Location: NASTP, Cantt Lahore.
Shift: EST