Call Center Supervisor

Confidential Company

Employer Active

Posted 1 hrs ago

Experience

1 - 6 Years

Job Location

Sharjah, Ajman, Dubai - United Arab Emirates (UAE)

Education

Secondary School, Bachelor of Business Administration(Management), Any Graduation

Nationality

Emirati (UAE)

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Ensure compliance with all company policies, procedures, and regulatory requirements.

  • Supervise daily activities of contact center agents to ensure high-quality service delivery.

  • Monitor team performance against KPIs.

  • Conduct regular coaching, feedback sessions, and performance reviews.

  • Address escalated customer issues and ensure resolution in a timely and professional manner.

  • Support workforce management by overseeing schedules, adherence, and real-time monitoring.

  • Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.

  • Prepare performance reports and provide insights to management for continuous improvement.

  • Foster a positive team environment that encourages accountability, motivation, and professional development

Desired Candidate Profile

  • High school diploma or equivalent required; Bachelor’s degree preferred.

  • Strong leadership, communication, and interpersonal skills.

  • Proficient in using contact center systems and tools (e.g., CRM, telephony, WFM software).

  • Ability to analyze data, identify trends, and make data-driven decisions.

  • Flexible and able to adapt to changing business needs.

  • 2+ years of experience in a contact center environment, with at least 1 year in a supervisory or leadership role.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Escalation Management
  • Call Center Management
  • Customer Service Excellence
  • Performance Metrics Analysis
  • Call Center Manager
  • Process Improvement
  • Team Leadership
  • Training And Development
  • Customer Service Supervisor
  • Customer Support Coordinator

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Confidential Company