Zero Lifestyle Jobs November 2026

November 12, 2026 admin

Zero Lifestyle Jobs November 2026:

Organization: Zero Lifestyle

Location: Karachi
Department: Customer Experience / Customer Service
Experience: 12+ Years

Key Responsibilities:

Lead multi-channel customer support across inbound/outbound calls, email, live chat, WhatsApp, and social media.
Manage BPO and contact center operations, workforce planning, capacity management, and resource optimization.
Monitor KPIs including CSAT, NPS, FCR, AHT, ASA, SLA, abandonment rate, and agent utilization.
Implement QA frameworks, call calibration, interaction audits, scorecards, and root-cause analysis.
Manage CRM, ticketing systems, IVR, call routing, dialers, and customer interaction platforms.
Develop escalation matrices, complaint workflows, refund/return processes, and service recovery strategies.
Implement workforce management (WFM), shift scheduling, forecasting, and real-time adherence monitoring.
Analyze operational dashboards, MIS reports, contact drivers, and customer journey performance.
Drive automation, chatbot integration, omnichannel support, and self-service solutions.
Collaborate with E-commerce, Retail, Warehouse, Logistics, and Technology teams.
Lead team performance, agent training, coaching, productivity, and operational compliance.

Technical Expertise:

CRM & Ticketing Platforms: Salesforce, Zendesk, Freshdesk, or equivalent.
Contact Center Technologies: ACD, IVR, CTI, Dialers, and Call Recording.
Workforce Management (WFM) & Quality Management Systems (QMS).
Advanced Excel, Power BI, MIS Dashboards, and Performance Analytics.
Omnichannel Customer Engagement & Chatbot Automation.
SLA Management, Process Mapping, SOP Development, and Operational Optimization.

Requirements:

· Bachelor’s degree in Business Administration, Management, or a relevant field.
· 12+ years of experience in Customer Experience / Customer Service operations.
· Mandatory hands-on BPO / Contact Center management experience.
· Proven experience managing large-scale customer service teams and multi-channel operations.Strong exposure to E-commerce and Retail customer service operations.
· Demonstrated track record of improving operational KPIs, service quality, and customer satisfaction.
· Excellent leadership, analytical, strategic planning, and stakeholder management skills.

Apply Now!

Interested candidates can share their updated CV at: [email protected]

Important Note: BPO / Contact Center leadership experience is mandatory. Candidates without relevant BPO experience are requested not to apply.