Call Center Supervisor

IIQAF; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading insurance organization in Dubai is seeking an experienced Call Center Supervisor to lead daily operations. Responsibilities include supervising agents, monitoring performance against KPIs, ensuring compliance with regulations, and handling escalated customer complaints. The ideal candidate should have proven experience in a call center environment, particularly in insurance, possess strong leadership and communication skills, and be fluent in English. A competitive salary of AED 8,500 to AED 9,500 per month along with growth opportunities is offered.

Benefits

Competitive salary

Stable role within a growing organization

Professional work environment

Leadership opportunity with growth potential

Qualifications

• Proven experience as a Call Center Supervisor, Team Leader, or Contact Center Supervisor.
• Strong knowledge of call center metrics and CRM systems.
• Ability to manage shifts and workforce planning.

Responsibilities

• Supervise and manage inbound and outbound call center agents.
• Monitor team performance against KPIs, SLAs, and QA scores.
• Handle escalated customer complaints and complex insurance queries.

Skills

Leadership

Customer service

KPI-driven performance management

Compliance standards

Communication skills

Problem-solving skills

Fluent in English

Education

Bachelor’s degree in Business Administration

Tools

CRM systems

Dialer tools

Job description

Company: IIQAF Group
Industry: Insurance
Location: Dubai, United Arab Emirates
Job Type: Full-time
Salary: AED 8,500 – AED 9,500 per month

Job Overview

IIQAF Group is seeking an experienced Call Center Supervisor to lead and manage daily call center operations within our Insurance division in Dubai. The ideal candidate will have strong leadership skills, KPI-driven performance management experience, and in-depth knowledge of customer service, outbound/inbound insurance calls, and compliance standards.

This role is critical in ensuring high service quality, team productivity, customer satisfaction, and regulatory adherence.

Key Responsibilities

• Supervise and manage inbound and outbound call center agents
• Monitor team performance against KPIs, SLAs, AHT, QA scores, and conversion targets
• Ensure compliance with insurance policies, UAE regulations, and call scripts
• Conduct call monitoring, coaching, and performance feedback sessions
• Prepare daily, weekly, and monthly call center performance reports
• Handle escalated customer complaints and complex insurance queries
• Support training and onboarding of new call center agents
• Coordinate with quality assurance, sales, and insurance operations teams
• Maintain high standards of customer experience and data confidentiality

Required Skills & Qualifications

• Proven experience as a Call Center Supervisor, Team Leader, or Contact Center Supervisor
• Background in Insurance call centers (health, motor, life, or general insurance preferred)
• Strong knowledge of call center metrics, CRM systems, and dialer tools
• Excellent leadership, communication, and problem-solving skills
• Ability to manage shifts, schedules, and workforce planning
• Fluent in English (Arabic is an advantage)

Preferred Qualifications

• Bachelor’s degree in Business Administration, Management, or related field
• Experience in UAE insurance market or regulated contact centers
• Exposure to sales, renewals, claims, or policy servicing call operations

Why Join IIQAF Group

• Competitive salary: AED 8,500 – AED 9,500 per month
• Stable role within a growing Insurance organization
• Professional work environment with clear KPIs and growth potential
• Leadership opportunity with performance-based career progression