Call Center Supervisor: Lead & Elevate Customer Experience

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

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.