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Call Center Supervisor
2 weeks ago
Dubai, United Arab Emirates | Posted on 03/20/2025
Responsibilities
- Tracks and monitors the team's daily operations and gathers feedback to generate daily reports for management.
- Assigns queues and workload.
- Meets operations KPIs.
- Checks the project statuses and updates management on the performance of each project.
- Handles escalations with clients.
- Interacts and coordinates with other Group Business Units concerning escalations.
- Assists the Contact Center Manager with upcoming projects and ongoing plans to achieve team and department goals.
- Maximizes the utilization of resources and agents.
- Receives inbound calls, emails, and live chats through the call center application as needed.
- Coaches and mentors the team.
- Performs tasks commensurate with the role.
Requirements
- 3 years experience in a senior/supervisory role in a contact call center.
- Fluent in Arabic and English.
- Outstanding leadership, interpersonal, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to adapt to change and multi-task are essential qualities.
- Advanced skills in Microsoft Office.
- Excellent team leader.
- Employment visa.
- Medical insurance for self & dependents.
- Return air ticket every two years for self & 3 dependents.
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