CSR Supervisor / Team Lead

Job Title: CSR Supervisor / Team Lead

Location: Preferably Onsite – Sukkur; Remote option available

Role

The Nani’s Secret is seeking an experienced CSR Supervisor / Team Lead to manage and guide our customer service representatives. The role involves driving WhatsApp sales, ensuring smooth order processing, and achieving team performance targets. The ideal candidate will combine leadership skills with strong analytical and sales expertise to deliver exceptional customer experiences and meet KPIs.

Key Duties

Lead and supervise a team of CSRs to achieve daily, weekly, and monthly sales targets

Monitor team performance against KPIs (conversion rate, response time, upselling, repeat sales, customer retention)

Provide coaching, training, and performance feedback to team members

Ensure timely and professional handling of customer inquiries, complaints, and order updates

Develop strategies to improve customer satisfaction, repeat sales, and cross‑selling opportunities

Track and report on sales performance, customer feedback, and operational efficiency

Collaborate with management to set targets, implement improvement plans, and optimize processes

Utilize Microsoft Office tools (Excel, Power BI, Macros, Tableau) for reporting, analysis, and performance tracking

Requirements

Bachelor’s degree in Business (mandatory)

2–3 years of proven experience leading a CSR or sales team

Strong knowledge of sales KPIs and ability to drive team performance

Excellent communication and negotiation skills in both Urdu and English

Proficiency in Microsoft Office (Excel, Power BI, Macros, Tableau)

Ability to analyze data, prepare reports, and implement performance improvement strategies

Proficiency in handling WhatsApp sales and e-commerce operations

Laptop in good condition and stable internet connection (for remote candidates)

Shifts

10 AM – 6 PM

6 days a week 

Compensation

Salary: Fixed + Variable (Estimated PKR 50,000 per month)

Apply: hr@thenanissecret.com