Call Center Team Lead & Quality Coach

Opus; As Sudiyah; On-site; OMR 6,700 - 11,000; Full time

Job summary

Opus is seeking a Call Center Supervisor to lead the call center team, ensuring high-quality customer service and fast response times.

You will monitor performance, coach agents, manage schedules, handle escalations, and prepare reports for management to drive workflow improvements.

This role requires strong communication, problem-solving, and proficiency with call-center software and CRM systems; experience in customer service is preferred.

Qualifications

• Relevant qualification with experience in customer service or call centers.
• Supervisory experience or the ability to lead the team and develop performance.
• Strong communication, problem-solving, and complaint management skills.
• Proficiency in using computers and call and customer management systems.
• Ability to analyze performance indicators and prioritize effectively.

Responsibilities

• Assign tasks and monitor the performance of call center agents.
• Monitor call quality and provide guidance and feedback to the team.
• Track performance indicators, such as response speed, call abandonment rate, and customer satisfaction.
• Ensure the accuracy of information provided to customers and adherence to work procedures.
• Handle complaints and cases that require escalation.
• Organize work schedules and breaks to ensure call coverage.
• Train new agents and support the team when needed.
• Prepare performance reports, submit them to management, and propose improvements to workflow.
• Coordinate with other departments to follow up on customer requests and resolve issues.
• Maintain the confidentiality of customer data and comply with the organization’s policies.

Skills

Supervisory experience

Customer service

Communication

Problem-solving

Complaint management

Call center software

Education

Relevant qualification

Tools

Call management systems

CRM software

Job description

Opus is seeking a Call Center Supervisor to lead the call center team, ensuring high-quality customer service and fast response times.

You will monitor performance, coach agents, manage schedules, handle escalations, and prepare reports for management to drive workflow improvements.

This role requires strong communication, problem-solving, and proficiency with call-center software and CRM systems; experience in customer service is preferred.