Call Center Supervisor: Lead & Elevate Agent Performance

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

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.