Dubai Insurance Call Center Supervisor - Lead & KPIs

IIQAF; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading insurance organization in Dubai is seeking an experienced Call Center Supervisor to lead daily operations. Responsibilities include supervising agents, monitoring performance against KPIs, ensuring compliance with regulations, and handling escalated customer complaints. The ideal candidate should have proven experience in a call center environment, particularly in insurance, possess strong leadership and communication skills, and be fluent in English. A competitive salary of AED 8,500 to AED 9,500 per month along with growth opportunities is offered.

Benefits

Competitive salary

Stable role within a growing organization

Professional work environment

Leadership opportunity with growth potential

Qualifications

• Proven experience as a Call Center Supervisor, Team Leader, or Contact Center Supervisor.
• Strong knowledge of call center metrics and CRM systems.
• Ability to manage shifts and workforce planning.

Responsibilities

• Supervise and manage inbound and outbound call center agents.
• Monitor team performance against KPIs, SLAs, and QA scores.
• Handle escalated customer complaints and complex insurance queries.

Skills

Leadership

Customer service

KPI-driven performance management

Compliance standards

Communication skills

Problem-solving skills

Fluent in English

Education

Bachelor’s degree in Business Administration

Tools

CRM systems

Dialer tools

Job description

A leading insurance organization in Dubai is seeking an experienced Call Center Supervisor to lead daily operations. Responsibilities include supervising agents, monitoring performance against KPIs, ensuring compliance with regulations, and handling escalated customer complaints. The ideal candidate should have proven experience in a call center environment, particularly in insurance, possess strong leadership and communication skills, and be fluent in English. A competitive salary of AED 8,500 to AED 9,500 per month along with growth opportunities is offered.