Call Center Supervisor

Al Sahraa Recruitment Services; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading fleet management company in Abu Dhabi is seeking a Fleet Call Center Supervisor to manage call center operations effectively. The role requires overseeing a team of agents, ensuring excellent customer service, and analyzing performance metrics to improve service delivery. Candidates must have at least 10 years of experience in a supervisory role and hold a degree in business administration or a related field. Proficiency in Microsoft Office and call center software is essential.

Qualifications

• 10 years of experience in a call center supervisory role.
• Ability to analyze data and make data-driven decisions.
• Strong ability to coach and develop team members.

Responsibilities

• Oversee operations of the call center for fleet management.
• Supervise and manage a team of call center agents.
• Ensure timely resolution of customer inquiries and issues.

Skills

Team management skills

Communication skills

Conflict resolution

Data analysis

Education

Associate's or Bachelor's degree in business administration or related field

Tools

Microsoft Office

CRM Software

QMS Software

Job description

• Job Title : Fleet Call Center Supervisor
• Division : Operations
• Direct Reporting to : Transport Operation Manager
• Work Location: Abu Dhabi
• SalaryAED per month full package

PURPOSE

As a Fleet Call Center Supervisor your main responsibility is to oversee and manage the operations of the call center for a fleet management company. This role requires a combination of leadership communication and problemsolving skills to ensure efficient and effective customer service. You will lead and manage a team of call center agents ensure the smooth operation of the call center resolve customer inquiries and issues analyze data to identify areas for improvement and foster a positive work environment.

MAIN ACCOUNTABILITIES

• Responsible for supervising and managing the team of call center agents. This includes hiring training and coaching new agents as well as providing ongoing support and guidance to existing team members.
• Supervisors are responsible for setting performance goals and targets for their team and monitoring their progress.
• Conduct regular performance evaluations and provide feedback to help agents improve their skills and meet their objectives.
• Responsible for ensuring that the call center operates smoothly on a daytoday basis. This involves monitoring call volumes and agent availability to ensure adequate staffing levels.
• Supervisors may need to adjust schedules or assign additional resources during peak periods or in response to unexpected events or emergencies.
• To ensure that customer inquiries and issues are resolved in a timely and satisfactory manner.
• Supervisors may need to step in and handle escalated or complex customer issues that cannot be resolved by frontline agents.
• Responsible for analyzing call center data and metrics to identify trends patterns and areas for improvement. This includes monitoring key performance indicators such as average handle time first call resolution rate customer satisfaction scores and agent productivity.
• Analyzing this data supervisors can identify areas where processes can be streamlined or improved to enhance overall call center performance.
• They are responsible for promoting teamwork motivation and morale among their team members.
• Recognizing and rewarding exceptional performance providing ongoing training and development opportunities and addressing any conflicts or issues that may arise.
• Monitoring and maintaining the fleet of vehicles by supporting workshop department to ensure safe and reliable transportation.
• Address and resolve any transportationrelates issues or concern promptly and effectively.

Required Skills and Qualifications

• An associates or bachelors degree in business administration communications or a related field.
• Minimal 10 years experiences in the same field
• Proficient in Microsoft office CRM QMS and other related to Call Center Software/Platform
• Possess strong team management skills including the ability to motivate coach and develop call center agents and communication skills.
• Conflict resolution skills are essential for handling escalated customer complaints or conflicts among team members
• The ability to analyze data identify trends and make datadriven decisions is important for a Fleet Call Center Supervisor.
• Should have a customercentric mindset and be able to handle difficult or irate customers with professionalism and empathy.