Call Center Supervisor

Soft Nation Technologies is hiring Call Center Supervisor to join the team
Job Title: Call Center Supervisor
Location: Gulshan-e-Iqbal, Karachi
Timings: 1pm-10pm or 2pm-11pm
Department: Operations / Customer Support
Job Summary
We are seeking an experienced and results-driven Call Center Supervisor to oversee daily call center operations, manage a team of agents, and ensure high levels of customer satisfaction. The ideal candidate will be responsible for monitoring performance, coaching agents, and ensuring service-level targets are consistently met.
Key Responsibilities
Supervise and manage daily operations of the call center team
Monitor inbound and/or outbound calls for quality assurance
Ensure agents meet KPIs including call handling time, quality scores, and customer satisfaction
Provide regular coaching, training, and performance feedback to agents
Handle escalated customer issues and ensure timely resolution
Prepare daily, weekly, and month...