Call Center Supervisor – Customer Service Leadership

About the role

Zaz Logistics is seeking a Call Center Supervisor to lead a team of ten agents in Lahore. The role focuses on delivering high‑quality customer service, handling outbound calls, and ensuring customer satisfaction while meeting performance targets.

Key responsibilities

• Manage and execute a high volume of outbound calls following established scripts.
• Identify customer needs, research issues, and provide effective solutions or alternatives.
• Spot and act on upselling opportunities during customer interactions.
• Maintain accurate records of all customer interactions in the call‑center database.
• Lead, coach, and support a team of 10 agents to achieve individual and collective performance goals.
• Monitor personal and team performance against qualitative and quantitative targets.
• Adapt communication style to different customer personalities while maintaining a customer‑focused approach.
• Foster a positive work environment that encourages collaboration and professional development.

Required profile

• Strong ownership mindset with a proactive approach to problem resolution.
• Excellent verbal and written communication skills.
• Ability to manage time effectively, multitask, and prioritize tasks.
• Experience leading a team in a call‑center or customer‑service environment.

Required skills