Job Details

Job Summary:

We are seeking a dedicated and experienced Call Center Supervisor to oversee our call center operations, ensure excellent customer service, and lead a team of agents. The ideal candidate will be responsible for monitoring performance, coaching team members, and implementing processes to improve efficiency and service quality.

Key Responsibilities:

• Supervise daily operations of the call center to ensure smooth and efficient service.
• Monitor and evaluate the performance of call center agents through call reviews, KPIs, and regular feedback.
• Provide coaching, training, and support to agents to improve performance and customer satisfaction.
• Handle escalated calls and resolve customer issues when necessary.
• Prepare performance reports and analyze data to identify areas of improvement.
• Ensure compliance with company policies and procedures.
• Collaborate with other departments to align call center activities with overall business goals.
• Schedule shifts and manage workforce planning to meet call volume demands.
• Motivate and engage the team to achieve high performance and morale.

Requirements:

• Proven experience as a Call Center Supervisor or similar role.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Familiarity with call center technology, CRM systems, and reporting tools.
• Ability to work under pressure and in a fast-paced environment.
• Bachelor's degree is preferred or equivalent work experience.

• Experience:
  Minimum of 2–4 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.

• Education:
  Bachelor’s degree in Business Administration, Communications, or a related field is preferred. Equivalent work experience may be considered.

• Leadership Skills:
  Proven ability to lead, motivate, and manage a team to achieve performance goals.

• Communication Skills:
  Excellent verbal and written communication skills, with the ability to handle challenging customer interactions professionally.

• Technical Proficiency:
  Familiarity with call center systems, CRM software, reporting tools, and performance tracking metrics.

• Problem-Solving:
  Strong analytical and problem-solving skills with the ability to make quick, effective decisions.

• Customer Focus:
  A commitment to delivering exceptional customer service and improving customer satisfaction.

• Time Management:
  Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Flexibility:
  Willingness to work shifts, including evenings, weekends, and holidays, if required.

• Language Skills:
  Proficiency in [insert language(s), e.g., English and Arabic] is a plus, depending on your business needs.