Call Center Supervisor (Hindi speaker)

Talent Higher; Sharjah; On-site; AED 60,000 - 110,000; Full time

Job summary

Talent Higher is assisting a government entity in Sharjah to recruit a Call Center Supervisor to oversee an outsourced call center, improve service quality and drive lead conversion.

The role requires coaching and performance management of agents, team leaders, and quality auditors, with responsibilities spanning recruitment, onboarding, and training, KPI tracking, and process improvements to enhance the customer experience.

Qualifications

• Bachelor’s degree in any discipline.
• 3–5 years of relevant call center supervision experience.
• Strong customer service and leadership skills.
• Experience monitoring call center KPIs and quality standards.
• Proficiency in MS Office and call center systems; English fluency; additional languages a plus.

Responsibilities

• Oversee call center agents, team leaders and quality auditors, providing coaching and feedback.
• Support recruitment, onboarding and training; ensure understanding of services and KPIs.
• Set and monitor targets for lead conversion and service delivery.
• Track metrics like abandonment rate, waiting calls, and average handling time.
• Prepare performance reports and present trends to management.

Skills

Customer service

Team leadership

Performance management

KPIs monitoring

Coaching & feedback

Communication skills

Education

Bachelor’s degree

Tools

Zoho CRM

Multycomm

Job description

Our client, a government entity in Sharjah, is seeking a Call Center Supervisor to oversee its outsourced call center, improve service quality and drive lead conversion.

Key Responsibilities

• Oversee call center agents, team leaders and quality auditors, providing coaching and performance feedback.
• Support recruitment, onboarding and training, ensuring teams understand services, processes and KPIs.
• Set and monitor individual and team targets for lead conversion and service delivery.
• Track call center metrics, including abandonment rate, waiting calls and average handling time.
• Manage escalations and identify opportunities to improve processes and customer experience.
• Ensure compliance with policies, procedures and attendance requirements.
• Prepare performance reports and highlight trends and improvement areas to management.

Requirements

• Bachelor’s degree in any discipline.
• 3–5 years of relevant experience, including proven experience in call center supervision.
• Strong customer service, team leadership and performance management skills.
• Experience monitoring call center KPIs and quality standards.
• Familiarity with Zoho CRM and Multycomm or similar dialing tools.
• Proficiency in MS Office and call center systems.Excellent English communication and negotiation skills; additional languages are an advantage.
• Strong organizational skills and the ability to work under pressure.