Call Center Supervisor

Extensya; Jeddah; On-site; SAR 60,000 - 80,000; Full time

Job summary

A customer service solutions leader in Jeddah is seeking a Call Center Supervisor to manage daily operations and ensure high service quality. The ideal candidate will have at least 3 years of supervisory experience in a call center and be fluent in Arabic and English. This role involves coaching team members, preparing performance reports, and handling customer escalations. Competitive compensation and professional growth opportunities are offered.

Qualifications

• Minimum of 3 years of supervisory leadership experience in a call center environment.
• Fluency in both Arabic and English (spoken and written).
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Supervise daily call center operations and ensure team performance meets company standards.
• Handle customer complaints and escalations, providing effective solutions.
• Plan and organize shift schedules to ensure sufficient staffing coverage.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Team management

Education

Diploma or Bachelor’s degree in Business Administration

Tools

Microsoft Office

Call center systems/tools

Job description

HR | Talent acquisition | HeadHunter | Recruiter | Executive Search | Onboarding | SHRM | PMP

About the Company:

Extensya is a global leader in operating and managing customer service centers, with a strong presence across the Middle East. The company provides customer support services to several major organizations in various sectors, offering innovative solutions and high-quality services.

Job Title:

Call Center Supervisor

Location:

On-site at Extensya offices in Jeddah

Reports to:

Site Manager

Working Days:

Key Responsibilities:

• Supervise daily call center operations and ensure team performance meets company standards.
• Ensure service quality through call monitoring and maintaining overall customer satisfaction.
• Oversee training progress while coaching and motivating team members to achieve individual and team KPIs.
• Prepare and analyze performance reports to identify areas for improvement and development.
• Handle customer complaints and escalations, providing effective and timely solutions.
• Coordinate with other departments to ensure workflow efficiency and issue resolution.
• Plan and organize shift schedules to ensure sufficient staffing coverage at all times.
• Conduct regular meetings to share updates, provide feedback, and enhance team engagement.
• Participate in the recruitment, training, and onboarding of new call center agents.
• Ensure compliance with company policies, procedures, and customer service quality standards.

Qualifications:

• Diploma or Bachelor’s degree in Business Administration or a related field.
• Minimum of 3 years of supervisory leadership experience in a call center environment.
• Strong leadership, coaching, and team management skills.
• Excellent communication and problem-solving abilities.
• Fluency in both Arabic and English (spoken and written).
• Strong analytical and reporting skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and call center systems/tools.