Description

Position Available: Call Center Supervisor
Location: [Dubai/UAE]

Job Overview:
We are seeking an experienced and dedicated Call Center Supervisor to join our team. The ideal candidate will be responsible for overseeing daily operations, managing a team of customer service agents, and ensuring high-quality service standards. The role requires excellent leadership, communication skills, and the ability to analyze performance metrics to drive improvement.

Key Responsibilities:
 Supervise and lead a team of call center agents, ensuring they meet performance targets.
 Monitor call quality, customer satisfaction, and other key performance indicators (KPIs).
 Provide coaching, feedback, and training to improve team performance.
 Handle escalated customer issues, ensuring they are resolved promptly and effectively.
 Maintain staff schedules, ensuring adequate coverage during peak times.
 Analyze call center data to identify areas for improvement and implement strategies to enhance performance.
 Ensure adherence to company policies, procedures, and customer service standards.
 Assist in the recruitment, onboarding, and training of new call center agents.
 Foster a positive work environment, motivating the team and encouraging collaboration.
 Prepare regular reports for senior management on team performance and key metrics.

Requirements:
 Education: High school diploma or equivalent; a degree in business or a related field is a plus.
 Experience: Previous experience as a call center supervisor or in a leadership role within a call center environment.
 Skills: Strong leadership, communication, and interpersonal skills.
 Excellent problem-solving abilities and the ability to handle high-pressure situations.
 Proficient in call center software and Microsoft Office.
 Ability to manage multiple tasks simultaneously while maintaining a high level of service.
 Strong analytical and decision-making skills.

Salary & Benefits:
 Competitive salary based on experience.
 Health benefits as per company policy.
 Opportunities for career growth and professional development.