Call Center Supervisor ofertas em México

We are seeking a highly motivated and experienced Call Center Supervisor to join our team in Ajman. The successful candidate will be responsible for overseeing daily call center operations, leading and motivating a team of agents, and ensuring the delivery of high-quality customer service in line with organizational standards and performance targets.

• Supervise and manage the daily operations of the call center to ensure efficiency, productivity, and service excellence.
• Lead, coach, and motivate call center agents to achieve individual and team performance goals.
• Monitor call centre performance metrics, including KPIs, SLAs, quality scores, and customer satisfaction levels, and implement improvement plans where necessary.
• Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs.
• Handle escalated customer inquiries and complaints professionally, ensuring timely and effective resolution.
• Ensure compliance with company policies, procedures, and service standards.
• Prepare and analyse reports related to call volumes, agent performance, attendance, and service quality.
• Coordinate with management and other departments to improve workflows and customer experience.
• Support the implementation of new processes, systems, and service initiatives.
• Manage shift schedules, attendance, and workforce planning to meet operational requirements.
• Foster a positive, professional, and high-performance work environment.

• 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, coaching, and people management skills.
• Proven ability to monitor, analyse, and improve performance indicators (KPIs).
• Excellent communication, interpersonal, and problem‑solving abilities.
• Proficiency in call‑centre technologies, CRM systems, and reporting tools.
• Ability to work under pressure and manage multiple priorities in a fast‑paced environment.
• Flexibility to work in shifts, including weekends or holidays, when required.
• Previous experience in a government or service‑oriented call centre is a strong advantage.
• Prior exposure to the 7 Stars – Global Star Rating System for Services is highly preferred.

• Customer-focused mindset
• Results‑driven and detail‑oriented
• Strong decision-making and analytical skills
• Ability to lead change and drive continuous improvement