Supervisor - Inbound

ZUE is looking for a dedicated and experienced Supervisor - Inbound to lead a team of customer service representatives supporting US-based clients. This full-time, onsite role is based at Main Shahra-e-Faisal, Karachi, with shift timings from 6:00 PM to 3:00 AM PKT, Monday through Friday. The ideal candidate will have a proven track record in customer service leadership, strong communication skills, and the ability to motivate and manage a team to deliver outstanding customer experiences.

Key Responsibilities:
- Supervise, mentor, and motivate a team of Inbound Specialists to meet individual and collective performance targets.
- Monitor call quality, productivity, attendance, and overall team performance to maintain high service standards.
- Manage escalated customer inquiries, concerns, and complaints with professionalism and efficiency.
- Conduct regular coaching sessions, performance reviews, and provide constructive feedback to support employee growth.
- Ensure accurate documentation of customer interactions and team activities using CRM and reporting tools.
- Analyze operational metrics and prepare detailed performance reports for management.
- Collaborate with cross-functional teams to resolve customer issues and enhance workflow processes.
- Train new hires and facilitate ongoing learning initiatives to uphold service quality.
- Enforce compliance with company policies, procedures, and quality guidelines.

Required Qualifications:
- Minimum of 3-5 years of experience in US customer service, including at least 1-2 years in a supervisory or team lead capacity.
- Bachelor’s degree is preferred.
- Strong leadership, coaching, and people management capabilities.
- Proficiency in MS Office Suite and CRM systems.
- Excellent English communication skills, both written and verbal.
- Effective problem-solving, conflict resolution, and decision-making skills.
- Willingness and ability to work night shifts aligned with US timings.

Preferred Qualifications and Benefits:
- OPD and IPD health coverage for employees, dependents, and parents.
- Life insurance coverage for employees.
- Fuel card provided for male employees.
- Complimentary pick and drop service for female employees.
- Access to an in-house gym facility.
- Paid leaves and recognition of US holidays.
- Referral bonus program.

Candidates should be prepared to answer questions regarding their current and expected salary, residential area within Karachi, availability to join immediately if selected, and comfort with working the specified night shift onsite.

This role offers an excellent opportunity for a motivated professional to advance their career in a dynamic customer service environment while enjoying comprehensive benefits and a supportive workplace culture.