Call Center Supervisor- Dammam
Role Overview
Seeking an experienced Call Center Supervisor to oversee daily call center operations in Dammam.
Responsible for service excellence, operational efficiency, and high team performance.
Leads and supports a team of call center agents, monitors KPIs, manages escalations, and drives continuous improvement.
Key Skills for This Role
Full Job Posting
Role Overview
Seeking an experienced Call Center Supervisor to oversee daily call center operations in Dammam.
Responsible for service excellence, operational efficiency, and high team performance.
Leads and supports a team of call center agents, monitors KPIs, manages escalations, and drives continuous improvement.
Key Responsibilities
- Supervise day-to-day call center operations to achieve service levels and operational targets.
- Lead, motivate, and support call center agents to deliver exceptional customer service.
- Monitor agent performance using call center systems and dashboards, analyze KPIs, and prepare operational reports.
- Handle customer escalations and complex inquiries with timely resolution.
- Conduct coaching sessions, performance reviews, and feedback meetings.
- Identify training needs and coordinate onboarding, refresher training, and development initiatives.
- Ensure compliance with company policies, quality standards, and operational procedures.
- Monitor attendance, scheduling, and workforce productivity to maintain optimal staffing.
- Collaborate with management on process improvements to enhance efficiency and customer satisfaction.
- Foster a positive, collaborative, high-performance work environment.
Requirements
- Minimum of 1 year of experience in a supervisor role.
- Strong knowledge of call center operations, workforce management, and customer service best practices.
- Full understanding of call center KPIs including Service Level, AHT, FCR, CSAT, QA, and Adherence.
- Proficiency in call center platforms, CRM systems, reporting tools, and Microsoft Office applications.
- Fluency in Arabic and English, spoken and written.
- Excellent leadership, communication, coaching, and conflict-resolution skills.
- Strong analytical and problem-solving abilities to interpret performance data and implement improvement plans.
- Experience conducting performance evaluations, coaching sessions, and employee development plans.
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