CALL CENTER SUPERVISOR
NamasteAi
Dubai, United Arab Emirates
Job Description:
Responsibilities
- Team Leadership & Coaching: Manage and mentor a team of call center agents. Provide ongoing coaching, feedback, and individualized training programs to improve agent performance.
- Performance Monitoring: Track and analyze key performance indicators (KPIs) like Average Handle Time (AHT), First Contact Resolution (FCR), and customer satisfaction (CSAT) scores.
- Escalation Management: Step in to resolve complex or difficult customer issues when agents require assistance.
- Operational Optimization: Manage agent schedules and workflows to balance coverage, minimize wait times, and ensure service level agreements (SLAs) are met.
- Staffing & Onboarding: Assist in interviewing, hiring, and training new team members.
- Reporting: Prepare periodic performance reports for senior management and recommend process improvements.
Core Requirements
- Experience: Proven work experience as a Call Center Supervisor, Team Leader, or in a relevant customer support role.
- Leadership Skills: Strong coaching, team-building, and conflict-resolution abilities.
- Analytical Abilities: Proficiency in tracking metrics, analyzing call center data, and generating actionable reports.
- Technical Proficiency: Familiarity with call center equipment, CRM software, and Workforce Management (WFM) tools.
- Communication: Exceptional verbal and written communication skills with the patience to deal with escalated or stressful situations.
Industry:
HealthCare
Category:
Health
Skills:
Communication
Analytical Skills
Job Information
-
Career Level:
Middle Level -
Location:
Dubai, United Arab Emirates -
Job Type:
Full Time -
Experience:
4 Yrs - 6 Yrs -
Qualifications:
Bachelor Degree -
Salary:
Confidential -
Date posted:
25th May 2026
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