Description

Job Title: Call Center Supervisor

Location: Dubai, UAE

Position Type: Full-Time

Job Description:
Join our dynamic team as a Call Center Supervisor and take on a leadership role in our customer service operations. As a Call Center Supervisor, you will oversee and support a team of customer service representatives, ensuring that they deliver exceptional service to our customers. If you have experience in call center operations, strong leadership skills, and a commitment to providing top-notch customer support, we encourage you to apply for this position.

Responsibilities:
Supervise and lead a team of customer service representatives in their day-to-day tasks.
Monitor and evaluate the performance of team members, providing regular feedback and coaching.
Set performance goals, metrics, and targets for the team and ensure they are met or exceeded.
Handle escalated customer issues and provide resolution as needed.
Conduct training for new hires and ongoing training for existing team members.
Develop and implement call center procedures and policies to improve efficiency and service quality.
Prepare and maintain reports on call center performance and trends.
Ensure that team members adhere to company policies and procedures.
Manage scheduling and staffing to ensure adequate coverage during operational hours.
Foster a positive and collaborative work environment within the call center.
Collaborate with other departments to address customer needs and resolve issues.
Stay current on industry trends and best practices in call center management.

Qualifications:
Bachelor’s degree or equivalent work experience in customer service or a related field.
Proven experience in a call center environment, with at least 1 years in a supervisory or leadership role.
Excellent leadership and coaching skills with a focus on employee development.
Strong communication and interpersonal skills.
Proficiency in call center software and customer relationship management tools.
Problem-solving abilities and the capacity to handle challenging situations effectively.
Strong organizational and time management skills.
Flexibility to work varying shifts, including evenings and weekends.

Benefits:
Competitive salary and potential for performance-based bonuses.
Opportunities for professional growth and advancement within the company.
A supportive and collaborative work environment.
Employee benefits, including health insurance, retirement plans, and more (if applicable).