Call Center Supervisor

About the role

We are looking for an experienced Call Center Supervisor to lead our daily operations, ensure service excellence, and drive high team performance. You will manage a team of agents, monitor key performance indicators, and handle escalations while fostering a culture of continuous improvement.

Key responsibilities

• Supervise day‑to‑day call center activities to meet service levels and operational targets.
• Lead, motivate and support agents to deliver exceptional customer service.
• Monitor performance using dashboards, analyse KPIs and prepare operational reports.
• Handle customer escalations and complex inquiries promptly.
• Conduct regular coaching, performance reviews and feedback sessions.
• Identify training needs and coordinate onboarding and development programs.
• Ensure compliance with company policies, quality standards and procedures.
• Manage attendance, scheduling and workforce productivity.
• Collaborate with management on process improvements and efficiency initiatives.

Required profile

• Minimum 1 year of experience in a supervisory role within a call center.
• Strong knowledge of call center operations, workforce management and customer‑service best practices.
• Full understanding of key performance indicators such as Service Level, AHT, FCR, CSAT, QA and Adherence.
• Fluency in both Arabic and English (spoken and written).
• Excellent leadership, communication, coaching and conflict‑resolution abilities.
• Strong analytical and problem‑solving skills with the ability to interpret performance data.

Required skills

• Proficiency with call‑center platforms.
• Experience using CRM systems.
• Ability to work with reporting tools.
• Competence in Microsoft Office applications.