Call Center - Supervisor

Farnek Services; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the facilities management sector seeks a Call Center Supervisor to manage operations, ensuring exceptional service. Responsibilities include training, monitoring performance metrics, and leading a team to enhance customer engagement. Ideal candidates will have 3-5 years in a supervisory role and be adept with CRM and CAFM tools.

Qualifications

• 3-5 years' experience in a supervisory role within a call center.
• Hands-on experience with CRM and CAFM systems.
• Understanding of call center AI tools.

Responsibilities

• Supervise daily call center operations for service requests.
• Train agents on protocols and system usage.
• Monitor service quality metrics and take corrective actions.

Skills

Customer Engagement

Team Management

Communication

Leadership

Analytics

Education

Bachelor's degree in Business Administration

Tools

CRM

CAFM

Job description

To lead and oversee day-to-day call center operations for Farnek, Hitches & Glitches, and HITEK, ensuring exceptional customer service and operational efficiency. The role requires strong leadership in managing service workflows in facilities management and home services, while driving digital transformation through AI-powered tools and platforms.

Key Responsibilities:

• Supervise daily call center operations for inbound and outbound service requests across Farnek, Hitches & Glitches, and HITEK.
• Ensure professional and timely handling of customer inquiries, complaints, and service escalations.
• Lead a team of agents, managing rosters, KPIs, and performance reviews.
• Train agents on customer service protocols, system usage (CAFM/CRM), and escalation procedures.
• Monitor service quality metrics such as AHT, FCR, CSAT, and SLA compliance, and take corrective actions as needed.
• Coordinate with technical and operations teams to ensure timely job completion and service feedback.
• Support the integration and adoption of AI-powered tools (e.g., virtual assistants, chatbots, predictive analytics) to automate repetitive queries and enhance service efficiency.
• Collaborate with the HITEK digital team to leverage real-time dashboards, workflow automation, and smart escalation tools.
• Analyze data from AI and call center systems to improve customer engagement, reduce call load, and streamline processes.
• Handle complex or escalated calls directly, ensuring a high level of customer satisfaction.

Qualifications & Experience:

• Bachelor's degree in Business Administration, Customer Service, or related field.
• 3 -5 years' experience in a supervisory role within a call center for a facilities management or home services company.
• Hands-on experience with CRM, CAFM, or service request platforms.
• Understanding of call center AI tools (e.g., chatbot platforms, IVR automation, sentiment analysis).
• Excellent leadership, communication, and team management skills.
• Strong customer-centric mindset and familiarity with FM service workflows.

Preferred Skills:

• Knowledge of HITEK systems or similar smart FM technologies.
• Analytical mindset with the ability to interpret performance data and AI reports.
• Familiarity with customer service trends in the UAE market.

Required Skills:

Management Skills Compliance Operations Adoption Analysis CRM Customer Engagement Escalation Load Corrective Actions Reviews Metrics Analytics Team Management Automation Integration Customer Satisfaction Administration Customer Service Business English Leadership Communication Management