Job Title: Team Leader/Supervisor

Location: Onsight Rawalpindi

Department: Customer Support/Operations

Reports To: Operations Manager

Job Summary:

As a Team Leader/Supervisor at Global Sky BPO, you will oversee a team of customer service representatives and support staff. Your primary responsibility will be to ensure that team members deliver exceptional service while meeting performance targets. You will provide coaching, guidance, and support to foster a positive and productive work environment.

Key Responsibilities:

• Supervise daily operations of the team, ensuring adherence to company policies and procedures.
• Monitor team performance metrics and provide regular feedback to team members.
• Conduct one-on-one coaching sessions and team meetings to address performance issues and celebrate successes.
• Assist in training new employees and facilitating ongoing training for existing staff.
• Handle escalated customer issues and provide solutions in a timely manner.
• Foster a positive team culture by promoting collaboration, motivation, and open communication.
• Collaborate with management to set team goals and develop strategies for improvement.
• Prepare and maintain reports on team performance, attendance, and other key metrics.
• Stay updated on company policies, products, and services to effectively support the team.

Requirements:

• High school diploma or equivalent; a degree in business management or a related field is preferred.
• Previous experience in a supervisory or leadership role, ideally in a call center or customer service environment.
• Strong leadership skills with the ability to motivate and develop team members.
• Excellent communication and interpersonal skills.
• Proven ability to manage performance metrics and achieve targets.
• Problem-solving skills and the ability to handle difficult situations with professionalism.
• Proficiency in using CRM and workforce management software.

Benefits:

• Competitive salary based on experience and performance.
• Opportunities for career advancement and professional development.
• Supportive team environment with a focus on growth and success.