Call Center Supervisor

CERT The Centre of Excellence for Applied Research & Training; Ajman Emirate; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent research and training center in Ajman is seeking an experienced Call Center Supervisor to lead and manage daily operations effectively. The successful candidate will inspire a team of agents to deliver outstanding customer service in a fast-paced environment. The ideal applicant will possess 4–5 years of supervisory experience, fluency in English and Arabic, and strong leadership skills, along with the ability to handle escalated issues. This role offers a dynamic work environment with performance-driven culture.

Qualifications

• Minimum 4–5 years of experience in a call centre supervisory or team leadership role.
• Fluency in English and Arabic, both spoken and written.
• Strong leadership and people management skills.
• Proven ability to monitor and improve performance indicators.
• Excellent communication and interpersonal abilities.

Responsibilities

• Supervise daily operations to ensure efficiency and service excellence.
• Lead and motivate call center agents to meet performance goals.
• Monitor performance metrics and implement improvement plans.
• Handle escalated customer inquiries and complaints professionally.
• Prepare and analyse reports related to call volumes and performance.

Skills

Customer-focused mindset

Results-driven

Strong decision-making skills

Analytical skills

Tools

CRM systems

Call-centre technologies

Reporting tools

Job description

About the Company

We are seeking a highly motivated and experienced Call Center Supervisor to join our team in Ajman. The successful candidate will be responsible for overseeing daily call center operations, leading and motivating a team of agents, and ensuring the delivery of high-quality customer service in line with organizational standards and performance targets.

About the Role

Key Responsibilities

• Supervise and manage the daily operations of the call center to ensure efficiency, productivity, and service excellence.
• Lead, coach, and motivate call center agents to achieve individual and team performance goals.
• Monitor call centre performance metrics, including KPIs, SLAs, quality scores, and customer satisfaction levels, and implement improvement plans where necessary.
• Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs.
• Handle escalated customer inquiries and complaints professionally, ensuring timely and effective resolution.
• Ensure compliance with company policies, procedures, and service standards.
• Prepare and analyse reports related to call volumes, agent performance, attendance, and service quality.
• Coordinate with management and other departments to improve workflows and customer experience.
• Support the implementation of new processes, systems, and service initiatives.
• Manage shift schedules, attendance, and workforce planning to meet operational requirements.
• Foster a positive, professional, and high-performance work environment.

Qualifications

• Minimum 4–5 years of experience in a call centre supervisory or team leadership role.
• Fluency in English and Arabic, both spoken and written.
• Strong leadership, coaching, and people management skills.
• Proven ability to monitor, analyse, and improve performance indicators (KPIs).
• Excellent communication, interpersonal, and problem‑solving abilities.
• Proficiency in call‑centre technologies, CRM systems, and reporting tools.
• Ability to work under pressure and manage multiple priorities in a fast‑paced environment.
• Flexibility to work in shifts, including weekends or holidays, when required.
• Previous experience in a government or service‑oriented call centre is a strong advantage.
• Prior exposure to the 7 Stars – Global Star Rating System for Services is highly preferred.

Required Skills

• Customer-focused mindset
• Results‑driven and detail‑oriented
• Strong decision-making and analytical skills
• Ability to lead change and drive continuous improvement