Position Summary

The Call Centre Supervisor is responsible for overseeing daily operations of the call centre, ensuring excellent customer service delivery, and managing a team of agents. The role requires fluency in both Arabic and English to effectively handle clients, employees, and reports in a bilingual environment.

Key Responsibilities

Supervise and monitor call centre agents to ensure adherence to performance standards and company policies.

Handle escalated customer queries and complaints in both Arabic and English.

Train, coach, and motivate team members to achieve KPIs and service quality.

Prepare daily, weekly, and monthly reports on team performance.

Develop work schedules and manage staffing levels to ensure smooth operations.

Conduct regular team meetings to provide feedback, updates, and new procedures.

Ensure compliance with company guidelines and client requirements.

Support continuous improvement by identifying process gaps and recommending solutions.

Qualifications & Skills

Bachelor’s degree in Business Administration, Communications, or related field (preferred).

Proven experience in call centre supervision or team leadership role.

Excellent communication skills in Arabic and English (written and spoken).

Strong problem-solving, conflict resolution, and decision-making skills.

Ability to manage performance and motivate a multicultural team.

Proficiency in call centre software, reporting tools, and MS Office.

Ability to work under pressure and meet targets.

Competencies

Customer service orientation.

Leadership and team management.

Bilingual communication (Arabic & English).

Analytical and reporting skills.

Adaptability and time management.