Call Center Supervisor - F&B & Catering Experience

Call Center Supervisor - F&B & Catering Experience

We are seeking a qualified Call Center Supervisor with experience in Food & Beverage and Catering sectors to oversee daily operations and ensure excellent customer service. The role involves leading, training, and monitoring a team of customer service representatives to maintain service quality, meet customer expectations, and achieve satisfaction levels in a dynamic environment.

Key Responsibilities:

1. Supervise daily call center activities, ensuring adherence to quality standards and procedures.
2. Coordinate staff schedules to ensure optimal coverage during operating hours.
3. Monitor calls, evaluate team performance, and provide feedback and coaching for improvement.
4. Handle escalated customer complaints professionally and efficiently.
5. Prepare performance reports and analyze data to identify areas for enhancement.
6. Collaborate with operations and sales teams for seamless order processing and delivery.
7. Train new staff and support ongoing professional development through guidance and reviews.
8. Utilize CRM systems and call center software effectively.
9. Ensure compliance with health and service quality standards specific to the food and catering industry.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Marketing, or related field (preferred).
• At least 3 years of experience in a call center environment, with a minimum of 2 years in a supervisory role.
• Experience in the food and beverage or catering industry is highly advantageous.
• Excellent leadership and organizational skills.
• Strong communication skills and ability to manage stress under pressure.
• Proficiency in CRM systems and Microsoft Office applications.
• Fluent in Arabic and proficient in English.