Full job description

Job Summary:

The Contact Center Supervisor will be responsible for leading and guiding a team of contact center agents to ensure they meet performance goals, deliver exceptional customer service, and adhere to established procedures as well as handling inbound and outbound calls, providing excellent customer service, and resolving inquiries or issues professionally and efficiently.

UAE Nationals & candidates with strong familiarity with local dialects are encouraged to apply.

Key Responsibilities:

· Providing exceptional customer service by addressing customer inquiries, resolving escalated issues that agents may not be able to resolve independently, and managing customer expectations.

· Collaborating with other departments to address complex customer inquiries.

· Ensuring a high level of customer satisfaction through effective communication and problem resolution.

· Maintaining detailed and organized records of customer interactions.

· Developing a comprehensive understanding of the services offered.

· Supervising and guiding contact center agents in their daily tasks.

· Providing coaching and feedback to improve individual and team performance.

· Monitoring and evaluating agent performance through key performance indicators (KPIs), such as call resolution times, customer satisfaction, and other relevant metrics.

· Conducting training sessions for new agents and identifying training needs to enhance their skills and knowledge.

· Ensuring that customer interactions meet quality standards.

· Conducting quality assessments and providing regular feedback for improvement.

· Planning and managing agent schedules to meet service-level agreements.

· Generating reports on team performance and presenting findings to management when requested.

· Serving as a point of contact for agents with questions or concerns.

· Complying with the policies and standards set by both the client and the company, including ISO 18295 standards for customer contact centers.

· Conducting regular evaluations of customer interactions for adherence to scripts, policies, and customer service standards.

· Participating in all required training sessions for performance and compliance including the ones related to ISO 18295 standards.

· Implementing any changes in protocols or guidelines.

· Fostering a positive and collaborative team environment.

· Maintaining the confidentiality of both the client and the company information and data, and adhering to ethical standards.

· Performing the job duties at the location designated by the company.

· Performing other duties as assigned

Experience, Skills & Qualifications:

· BA/BS degree or equivalent.

· Previous experience in a call center, customer service and supervisory role is preferred.

· Excellent verbal and written communication skills.

· Ability to handle a high volume of calls with professionalism.

· Proficiency with technology, especially computers, software applications, and phone systems

· Ability to coach, train, and motivate employees and evaluate their performance.

· Excellent problem-solving, leadership, and customer service skills.

· Excellent Analytical skills

· Ability to remain calm and courteous under pressure and navigate tense situations.

· Fluency in English and Arabic;

Job Type: Full-time