Call Center Supervisor

Al Sahraa Group; Abu Dhabi; On-site; AED 70,000 - 110,000; Full time

Job summary

Al Sahraa Group in the UAE is seeking an experienced Call Center Supervisor to lead a dynamic team and ensure high quality service across channels. You will supervise agents, monitor operations, and drive customer satisfaction.

The ideal candidate is a native Arabic speaker with excellent English, a track record of managing call center teams, strong reporting and coaching skills, and proficiency in MS Office and call center systems. This is an on-site role based in Abu Dhabi.

Qualifications

• Native Arabic speaker
• Excellent English communication skills
• Minimum 35 years of experience in a Call Center Supervisor role
• Proven experience managing and leading call center teams
• Strong customer service and complaint-handling skills
• Ability to monitor KPIs and team performance
• Strong reporting and problem-solving abilities
• Proficient in Microsoft Office and call center systems

Responsibilities

• Supervise and support call center agents
• Monitor daily operations and service quality
• Handle escalated customer inquiries and complaints
• Conduct team coaching and performance reviews
• Prepare operational reports and performance analysis
• Ensure achievement of departmental KPIs and targets

Skills

Native Arabic speaker

English communication

Call center leadership

Customer service

KPIs monitoring

Reporting & coaching

Problem solving

Tools

MS Office

Call center systems

Job description

We are seeking an experienced Call Center Supervisor to join our team in UAE.

Requirements:

• Native Arabic speaker
• Excellent English communication skills
• Minimum 35 years of experience in a Call Center Supervisor role
• Proven experience managing and leading call center teams
• Strong customer service and complaint-handling skills
• Ability to monitor KPIs and team performance
• Strong reporting coaching and problem-solving abilities
• Proficient in Microsoft Office and call center systems

Key Responsibilities:

• Supervise and support call center agents
• Monitor daily operations and service quality
• Handle escalated customer inquiries and complaints
• Conduct team coaching and performance reviews
• Prepare operational reports and performance analysis
• Ensure achievement of departmental KPIs and targets