Call Centre Supervisor
QIC digital hub
Employer Active
Posted 11 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Responsibilities
- Optimising call centre processes (workload distribution, scheduling, SLA adherence)
- Recruiting and selecting agents and team leads, making final hiring decisions
- Providing mentorship, coaching, and training for the team
- Setting goals, prioritising tasks, and monitoring execution
- Monitoring team satisfaction and engagement levels
- Initiating and implementing efficiency and automation improvement projects
- Building a culture of accountability, proactivity, and teamwork
We offer
- Competitive salary, health and life insurance coverage, and employee-friendly policies
- Bonus system based on business performance and the team effort
- Structured development programs, professional certifications, and clear promotion paths
- Work on innovative insurance products and contribute to the company s digital future
- Vibrant workplace culture with diverse teams, collaborative atmosphere, and values built on service excellence
- Potential opportunity to apply for a Qatar ID and relocation to Doha, Qatar
Desired Candidate Profile
Requirements
- Bachelor s degree; additional education in relevant fields is an advantage
- 3+ years of proven experience managing large-scale call centres (100+ FTE), preferably in multi-country and multi-product environments
- Proven track record of establishing and scaling daily call centre operations in sales and support, calls and chats, covering both on-site and remote staff
- Experience in workforce management forecasting, scheduling, and capacity planning
- Solid knowledge of COPC standards and best practices in contact centre management
- Demonstrated ability to analyse performance data, identify trends, and develop actionable insights
- High level of empathy with strong interpersonal skills to work directly with employees on performance improvement
- Proactive, results-oriented mindset combined with strong problem-solving and decision-making skills
- Perfect command of English and Arabic, both spoken and written
Company Industry
- Internet
- E-commerce
- Dotcom
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Call Centre Supervisor
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QIC digital hub
About the company We are Qatar Insurance Company (QIC), the leading insurance provider in GCC. With a history dating back to 1964, we have established ourselves as a pioneer in the insurance industry, offering innovative solutions to meet the diverse needs of individuals and businesses. Our vision is to make QIC group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform. Through our digital platforms, such as qic.online and the QIC app, we empower customers to manage their needs anytime and anywhere. About the position We are looking for an experienced Call Centre Supervisor to join our growing team based in Cairo, Egypt. This role requires a strong understanding of how to grow an efficient sales team, focusing on providing excellent outreach and support for our potential and active clients, and building a positive culture and teamwork. We would like this person to join us in Cairo, but a relocation to Doha, Qatar, might be required in future.