Job Description

Key Responsibilities:

Team Management

: Supervise, motivate, and lead a team of call center agents to achieve department goals and KPIs.

Performance Monitoring

: Track and analyze agent performance (e.g., call handling time, customer satisfaction, etc.) and provide feedback and coaching to improve productivity.

Training & Development

: Conduct regular training sessions for agents on product knowledge, customer service skills, and call handling best practices.

Quality Assurance

: Monitor calls for quality assurance, ensuring compliance with company standards, scripts, and customer service protocols.

Problem Resolution

: Address and resolve escalated customer complaints and issues that agents are unable to resolve.

Reporting

: Generate and analyze daily/weekly/monthly reports on team performance, providing actionable insights to senior management.

Schedule & Attendance Management

: Ensure appropriate staffing levels and manage agent schedules to optimize operational efficiency.

Process Improvement

: Identify opportunities for process improvements to enhance the customer experience and operational efficiency.

Team Collaboration

: Foster a positive and productive work environment through effective communication and team-building activities.

Compliance

: Ensure that all activities comply with company policies, procedures, and regulatory standards.

Requirements:

Education

: Bachelor's degree.

Experience

: Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory role.
Job Type: Full-time

Pay: AED5,000.00 - AED8,000.00 per month

Application Question(s):

Can you speak in Arabic? Do you have experience in Call Center Supervisor role in Real Estate? * Do you have experience in Real Estate?