Call Center Supervisor

Description

A well-established company is hiring an experienced and motivated Call Center Supervisor to manage daily call center operations, supervise customer service agents, monitor performance, and ensure high-quality customer support. The ideal candidate should have strong leadership, communication, and problem-solving skills.

Responsibilities
Supervise and coordinate the daily activities of call center agents.
Assign tasks, monitor attendance, and manage team schedules.
Monitor calls and agent performance to maintain service quality.
Set daily and weekly team targets and follow up on performance.
Provide coaching, guidance, and feedback to team members.
Handle escalated customer complaints and complex inquiries.
Monitor KPIs such as call volume, response time, resolution rate, and customer satisfaction.
Prepare daily, weekly, and monthly performance reports.
Ensure agents follow company policies, procedures, and communication standards.
Coordinate with other departments to resolve customer issues.
Identify performance gaps and arrange appropriate training or coaching.
Maintain accurate records of customer interactions and team performance.
Motivate the team and maintain a positive working environment.
Assist management with improving customer service processes.
Perform other duties assigned by management.
Requirements
Previous experience as a Call Center Supervisor, Team Leader, or Senior Call Center Agent.
Experience in customer service, BPO, or contact center operations.
Strong leadership and team-management skills.
Excellent spoken and written English.
Good knowledge of call center KPIs and performance monitoring.
Strong communication, negotiation, and problem-solving abilities.
Good computer skills and familiarity with CRM/call center systems.
Ability to work under pressure and meet targets.
UAE experience is an advantage.
Ability to work shifts, weekends, or holidays when required.

📩 Interested candidates can send their updated CV for consideration.hr.anikaglobal@gmail.com