Call Center Supervisor: Lead Quality & Conversion

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

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.