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Call Center Supervisor

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Dubai United Arab Emirates UAE Cupola Teleservices Limited Full time 5,000 - 7,000

Monitor and analyze call performance metrics to ensure team meets service level agreements and quality standards.Provide ongoing coaching and feedback to agents, focusing on areas of improvement and professional development.Facilitate regular team meetings to communicate updates, share best practices, and foster a collaborative environment.Develop and implement training programs for new hires and ongoing skill enhancement for existing team members.Act as the primary point of contact for escalated customer issues, ensuring timely resolution and customer satisfaction.Maintain accurate records of team performance, attendance, and other relevant metrics for reporting to upper management.Collaborate with other departments to streamline processes and improve overall customer service efficiency.Conduct performance reviews and manage disciplinary actions as necessary, promoting a culture of accountability.Identify trends in customer inquiries and feedback to suggest improvements in products or services.Stay updated on industry trends and best practices to ensure the call center remains competitive and effective.