Call Center Supervisor

confidential; Dubai; On-site; AED 134,000 - 234,000; Full time

Job summary

Confidential is seeking an experienced Call Center Supervisor to lead daily call center operations, supervise agents, monitor performance, and ensure high-quality customer support. The role emphasizes coaching, process improvement, and ensuring service levels are met.

The ideal candidate will demonstrate strong leadership, communication, and problem-solving abilities, with prior experience in customer service, BPO, or contact center environments.

Qualifications

• 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.

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.

Skills

Leadership

Team management

Communication

Problem-solving

CRM knowledge

English proficiency

Education

High school diploma or equivalent

Bachelor1 degree preferred

Tools

CRM software

Call center software

Job 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.