Supervisor Operations

Description:

Sybrid Pvt. Ltd., a premier business process outsourcing (BPO) solutions provider and a subsidiary of the Lakson Group, is actively seeking an experienced and motivated Supervisor Operations (Contact Center) to join their Lahore team. This role is ideal for professionals with hands-on experience in leading contact center teams and driving operational excellence.

As an Operations Supervisor, you will play a key role in overseeing the daily activities of the contact center staff. You will be responsible for monitoring performance, ensuring adherence to KPIs, handling escalations, and implementing continuous improvement practices. The ideal candidate must possess strong communication and people management skills along with the ability to thrive in a fast-paced, customer-centric environment.

Key Responsibilities:

• Supervise day-to-day operations of the contact center ensuring productivity and service level targets are met

• Lead, coach, and motivate a team of customer service representatives

• Monitor and evaluate team performance through regular audits, feedback, and quality assurance processes

• Ensure compliance with company policies, processes, and client requirements

• Handle escalations and resolve complex customer issues

• Collaborate with cross-functional teams for process improvement initiatives

• Generate performance reports and share insights with higher management

Candidate Requirements:

• Education: Bachelor's degree (completed and mandatory)

• Experience: Minimum of 3+ years in a contact center or similar operational environment

• Strong leadership, analytical, and problem-solving skills

• Excellent interpersonal and communication abilities

• Ability to work under pressure and in a rotational 8-hour shift environment

• Technologically proficient with CRM tools and reporting dashboards

Shift Timings:

• Rotational (8-hour shifts)

Job Type:

• Full-Time, Onsite

Location:

69 - M Quaid-E-Azam Boulevard, Quaid-e-Azam Industrial Estate, Lahore