Supervisor Inbound Operations

ZUE is seeking an experienced Supervisor – Inbound to oversee and lead our inbound operations at our Karachi location on Main Shahrah-e-Faisal. This full-time, onsite role operates from 6:00 PM to 3:00 AM PKT, Monday through Friday. The successful candidate will be responsible for managing team performance, ensuring high-quality service delivery, and maintaining operational efficiency within the inbound department.

Key Responsibilities
- Supervise daily inbound operations and monitor team performance to meet organizational goals.
- Track productivity, quality, attendance, and other key operational performance indicators (KPIs).
- Manage escalations effectively and ensure timely resolution of issues to maintain customer satisfaction.
- Provide coaching and guidance to team members to enhance their skills and improve overall performance.
- Ensure strict compliance with Standard Operating Procedures (SOPs), company policies, and quality standards.

Required Qualifications
- Bachelor’s degree in Business, Healthcare Management, or a related field.
- 3 to 5 years of experience in inbound operations, customer service, healthcare BPO, or a similar environment.
- Strong English communication skills, both verbal and written, along with excellent interpersonal abilities.
- Solid understanding of call center KPIs, quality assurance, and performance management practices.
- Demonstrated leadership, problem-solving, and organizational skills.

Preferred Qualifications and Benefits
- Prior supervisory or team leadership experience is highly preferred.
- Medical coverage is provided for employees, their dependents, and parents.
- Life insurance and fuel card benefits are available for male employees.
- Female employees are offered free pick and drop services for convenience and safety.
- Access to an in-house gym promotes employee wellness.
- Paid leaves and recognition of US holidays are part of the benefits package.

This role offers an excellent opportunity for a motivated professional to contribute to a dynamic team within the healthcare BPO sector. Candidates who meet the above criteria and are ready to take on a leadership role in inbound operations are encouraged to apply.