Call Center Supervisor

Job Overview

Al Sahraa Group is seeking a dedicated Call Center Supervisor to manage and lead their call center team in Abu Dhabi, United Arab Emirates. The successful candidate will be responsible for overseeing daily operations, ensuring high standards of customer service, and enhancing team performance.

Company Overview

Al Sahraa Group is a prominent and diversified company based in Abu Dhabi, United Arab Emirates. Known for its strong presence across various sectors, the group is committed to delivering excellence and innovation while contributing significantly to the region's economy and development. Al Sahraa Group values customer satisfaction and operational efficiency.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Diploma / Higher Diploma
• Experience: 2+ Years of supervisory experience in a call center

Key Responsibilities

• Supervise and lead a team of call center agents, ensuring adherence to company policies and service standards.
• Monitor call quality and agent performance, providing regular feedback, coaching, and training.
• Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
• Develop and implement strategies to improve call center efficiency and customer satisfaction.
• Prepare detailed reports on call center metrics, performance, and trends for management review.
• Ensure smooth daily operations of the call center, including scheduling and resource allocation.

Requirements

• Proven experience as a Call Center Supervisor or in a similar leadership role within a call center environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership abilities with a track record of motivating and developing teams.
• Proficiency in call center software, CRM systems, and Microsoft Office Suite.
• Ability to work effectively under pressure and manage multiple priorities.
• A Diploma or Higher Diploma in Business Administration, Customer Service, or a related field.

Benefits

• Competitive salary package and comprehensive benefits.
• Opportunity to work with a reputable and growing group in the UAE.
• Professional development and career advancement opportunities within the company.
• A dynamic and supportive work environment focused on teamwork and excellence.
• Contribution to enhancing customer service for a diverse client base.
• Health insurance and other employee welfare programs.