Call Center Supervisor- Dammam

2P Perfect Presentation; Dammam; On-site; SAR 60,000 - 120,000; Full time

Job summary

2P Perfect Presentation is hiring a Call Center Supervisor to oversee daily operations and drive service excellence in our Dammam center. You will lead a team of agents, monitor KPIs, handle escalations, and implement coaching and QA processes to continuously raise performance.

The role requires strong leadership, Arabic and English fluency, and experience with CRM systems and MS Office. You will collaborate with management to optimize staffing and procedures, maintaining high customer

Qualifications

• 1+ year of experience in a supervisor role.
• Strong knowledge of call center operations and workforce management.
• Proficiency with Call Center KPIs (SLA, AHT, FCR, CSAT, QA, Adherence).
• Arabic and English fluency (spoken and written).
• Experience with performance evaluations and coaching.

Responsibilities

• Supervise the day-to-day operations of the call center, ensuring service levels and operational targets are consistently achieved.
• Lead, motivate, and support a team of call center agents to deliver exceptional customer service and meet performance objectives.
• Monitor agent performance using call center systems and dashboards, analyze KPIs, and prepare operational reports for management.
• Handle customer escalations and complex inquiries, ensuring timely and effective resolution.
• Conduct regular coaching sessions, performance reviews, and feedback meetings to improve individual and team performance.
• Identify training needs and coordinate onboarding, refresher training, and continuous development initiatives.
• Ensure compliance with company policies, quality standards, and operational procedures.
• Monitor attendance, scheduling, and workforce productivity to maintain optimal staffing levels.
• Collaborate with management to identify process improvements and implement initiatives that enhance efficiency, customer satisfaction, and overall service quality.
• Foster a positive, collaborative, and high-performance work environment focused on continuous improvement.

Skills

Leadership

Coaching

Performance management

KPI analysis

Customer service

Communication

Problem solving

Team motivation

Tools

CRM systems

Reporting tools

MS Office

Job description

We are seeking an experienced Call Center Supervisor to oversee the daily operations of the call center, ensuring service excellence, operational efficiency, and high team performance. The ideal candidate will lead and support a team of call center agents, monitor key performance indicators, manage escalations, and drive continuous improvement through coaching, quality assurance, and performance management.

Key Responsibilities

• Supervise the day-to-day operations of the call center, ensuring service levels and operational targets are consistently achieved.
• Lead, motivate, and support a team of call center agents to deliver exceptional customer service and meet performance objectives.
• Monitor agent performance using call center systems and dashboards, analyze KPIs, and prepare operational reports for management.
• Handle customer escalations and complex inquiries, ensuring timely and effective resolution.
• Conduct regular coaching sessions, performance reviews, and feedback meetings to improve individual and team performance.
• Identify training needs and coordinate onboarding, refresher training, and continuous development initiatives.
• Ensure compliance with company policies, quality standards, and operational procedures.
• Monitor attendance, scheduling, and workforce productivity to maintain optimal staffing levels.
• Collaborate with management to identify process improvements and implement initiatives that enhance efficiency, customer satisfaction, and overall service quality.
• Foster a positive, collaborative, and high-performance work environment focused on continuous improvement.

Requirements

• Minimum of 1 years of experience in a supervisor role.
• Strong knowledge of call center operations, workforce management, and customer service best practices.
• Full understanding of Call Center Key Performance Indicators (KPIs), including Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance (QA), and Adherence.
• Proficiency in call center platforms, CRM systems, reporting tools, and Microsoft Office applications.
• Fluency in Arabic and English (spoken and written).
• Excellent leadership, communication, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities with the capability to interpret performance data and implement improvement plans.
• Experience conducting performance evaluations, coaching sessions, and employee development plans.