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

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 monthly performance reports

Requirements & Qualifications

• Bachelor's degree preferred
• 3-4 years of experience in a call center environment
• Minimum 1 year of experience in a supervisory or team lead role
• Strong leadership and people-manag...