Job Description

Call Center Supervisor / Team Leader

: The Call Center Supervisor or Team Leader will be responsible for leading, training, and motivating a team of call center agents to ensure the highest level of customer service. This role involves managing day-to-day operations, handling escalations, monitoring key performance indicators (KPIs), and providing continuous feedback and coaching to team members. The supervisor will also be responsible for preparing performance reports and working closely with the management team to drive continuous improvement.

Key Responsibilities:

• Oversee daily call center operations, including managing agent schedules, break times, and shift rosters.
• Lead, train, and mentor a team of call center agents to achieve and exceed performance targets.
• Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and performance reviews.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Prepare daily, weekly, and monthly reports on call center performance, KPIs, and areas for improvement.
• Collaborate with other departments to enhance the customer experience and operational efficiency.
• Develop and implement strategies for improving call center processes, customer service quality, and agent productivity.
• Ensure compliance with call center policies, procedures, and regulatory requirements.
• Generate daily/weekly reports for management to address the calls received, compare them with those logged in the system, and identify any weaknesses or gaps for improvement.

Utilize strong Excel and MIS skills for data management and reporting.

Candidate Profile:

• Language Skills: Bilingual (Arabic and English) with excellent communication and leadership skills.
• Experience: Minimum 3-5 years of experience in a call center environment, with at least 2 years in a supervisory role.
• Skills: Strong knowledge of call center metrics, CRM systems, performance management, MS Excel, Power point, and MIS reporting.
• Attributes: Strong analytical, problem-solving, and decision-making skills, proactive, organized, and a motivational leader.

Salary Range: (based on skills and experience).

Job Type: Full-time

Pay: From AED5,000.00 per month