CALL CENTER SUPERVISOR ( Bahrain Based) - Braxtone Group

Qureos; Manama; Hybrid; BHD 17,500 - 22,500; Full time

Job summary

A leading call center company in Bahrain is seeking a Call Center Supervisor to manage daily operations. The successful candidate will lead team performance, address customer inquiries, and develop staff. A minimum of 3 years in a supervisory role is required, along with strong communication and problem-solving skills. This role offers a dynamic work environment with occasional travel flexibility.

Qualifications

• Minimum 3 years of supervisory experience in call centers or customer service.
• Demonstrated leadership, coaching, and training abilities.
• Strong customer service orientation and problem-solving skills.

Responsibilities

• Supervise day-to-day operations of the call center for quality and efficiency.
• Provide leadership and coaching to optimize performance.
• Assist team leaders with complex customer complaints.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Customer service orientation

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office Suite

CRM software

Job description

The Call Center Supervisor is responsible for supervising and coordinating the daily activities of call center agents and administrative support staff. The role ensures efficient operation of the contact center, implements successful planning activities, oversees the recruitment and development of staff, and manages service delivery for both customer inquiries and operational functions.

Key Responsibilities

• Supervise day-to-day operations of the call center to ensure service quality and efficiency.
• Provide leadership, coaching, and support to team leaders and agents to optimize performance and succession planning.
• Identify skill gaps and provide monthly one-on-one soft skills coaching for team leaders and agents.
• Assist team leaders in handling complex customer complaints or inquiries and elevate issues to higher management as necessary.
• Contribute to the design and implementation of new operational procedures for improved service delivery.
• Ensure compliance with established procedures and company regulations.
• Maintain effective relationships with internal and external stakeholders to ensure smooth delivery of services.
• Stay informed of new products and services, ensuring the team is trained to address customer queries.
• Support and promote company service quality initiatives.
• Coordinate with service providers regarding daily operations when applicable.
• Assist in motivating, recognizing, and organizing incentives for team members.
• Schedule shifts, monitor attendance, and manage leave arrangements for agents and support staff.
• May occasionally require work on weekends or evenings, and local business trips as necessary.

Educational, Skills And Experience

• Bachelor’s degree in Business Administration, Marketing, Automotive, or a related field.
• Minimum 3 years of supervisory experience in call centers, customer service, or insurance/motor service operations.
• Demonstrated leadership, coaching, and training abilities.
• Excellent communication, negotiation, and interpersonal skills.
• Strong customer service orientation and problem‑solving skills.
• Strong analytical and problem‑solving skills.
• Goal‑oriented and self‑driven with a proven track record of achieving sales targets and business objectives.
• Ability to work in a fast‑paced, dynamic environment.
• Proficiency in Microsoft Office Suite and CRM software.

Additional Requirements

Willingness to travel as needed.

• Valid driver’s license.

Location: Bahrain (With travel flexibility).

Typical Working Conditions

• Normal Working Hours 40 hours a week.
• Working Timing 8:00 AM to 4:00 PM.
• Work may require occasional weekend and/or evening work.
• This job may require occasional business trips outside Bahrain.