Call Center Supervisor

Position Overview

We are looking for a knowledgeable Call Center Supervisor to manage the daily functions of our call center in Riyadh, Saudi Arabia. The role focuses on maintaining excellent service standards, optimizing operational efficiency, and leading a motivated team of customer service agents.

Primary Responsibilities

• Oversee daily call center operations ensuring that service targets and operational goals are consistently met.
• Inspire, support, and guide call center agents to provide outstanding customer care and achieve individual and team performance goals.
• Continuously track agent performance using call center technology and dashboards, analyze key performance indicators, and generate regular reports for senior management.
• Address and resolve customer escalations and complex requests promptly and effectively.
• Organize coaching sessions, conduct regular performance reviews, and deliver feedback to enhance team capabilities.
• Identify skill gaps and coordinate onboarding procedures, refresher courses, and ongoing training programs.
• Ensure adherence to company policies, quality benchmarks, and operational processes.
• Manage staff attendance, shift scheduling, and workforce productivity to maintain adequate staffing levels.
• Work closely with management to detect operational inefficiencies and implement solutions for increased efficiency, customer satisfaction, and service quality.
• Promote a positive, collaborative work culture centered on continuous development and high performance.

Candidate Requirements

• At least one year of experience in a supervisory role within a call center environment.
• Comprehensive understanding of call center operations, workforce management, and customer service standards.
• Proficiency with call center metrics including Service Level, Average Handle Time, First Call Resolution, Customer Satisfaction, Quality Assurance, and Adherence.
• Skilled in using call center software, CRM platforms, reporting tools, and Microsoft Office applications.
• Fluent in both Arabic and English (verbal and written communication).
• Exceptional leadership qualities combined with strong communication, coaching, and conflict management skills.
• Ability to analyze performance data effectively and develop strategies for improvement.
• Experienced in performing employee evaluations, delivering coaching, and facilitating professional development plans.