Call Center Supervisor

5 days ago

Ajman, Ajman, United Arab Emirates CERT The Centre of Excellence for Applied Research & Training Full time

About the Company

We are seeking a highly motivated and experienced Call Center Supervisor to join our team in Ajman. The successful candidate will be responsible for overseeing daily call center operations, leading and motivating a team of agents, and ensuring the delivery of high-quality customer service in line with organizational standards and performance targets.

About the Role

Key Responsibilities

  • Supervise and manage the daily operations of the call center to ensure efficiency, productivity, and service excellence.
  • Lead, coach, and motivate call center agents to achieve individual and team performance goals.
  • Monitor call center performance metrics, including KPIs, SLAs, quality scores, and customer satisfaction levels, and implement improvement plans where necessary.
  • Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs.
  • Handle escalated customer inquiries and complaints professionally, ensuring timely and effective resolution.
  • Ensure compliance with company policies, procedures, and service standards.
  • Prepare and analyze reports related to call volumes, agent performance, attendance, and service quality.
  • Coordinate with management and other departments to improve workflows and customer experience.
  • Support the implementation of new processes, systems, and service initiatives.
  • Manage shift schedules, attendance, and workforce planning to meet operational requirements.
  • Foster a positive, professional, and high-performance work environment.

Qualifications

  • Minimum 4–5 years of experience in a call center supervisory or team leadership role.
  • Fluency in English and Arabic, both spoken and written.
  • Strong leadership, coaching, and people management skills.
  • Proven ability to monitor, analyze, and improve performance indicators (KPIs).
  • Excellent communication, interpersonal, and problem-solving abilities.
  • Proficiency in call center technologies, CRM systems, and reporting tools.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
  • Flexibility to work in shifts, including weekends or holidays, when required.
  • Previous experience in a government or service-oriented call center is a strong advantage.
  • Prior exposure to the 7 Stars – Global Star Rating System for Services is highly preferred.

Required Skills

  • Customer-focused mindset
  • Results-driven and detail-oriented
  • Strong decision-making and analytical skills
  • Ability to lead change and drive continuous improvement

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