Contact Center Supervisor
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Key skills for this role
About the Role
We are seeking an experienced Contact Center Supervisor with a strong background in the Real Estate sector to lead and manage a high-performing team of customer service agents.
Key Skills for This Role
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Overview
We are seeking an experienced Contact Center Supervisor with a strong background in the Real Estate sector to lead and manage a high-performing team of customer service agents.
The ideal candidate will be responsible for overseeing daily operations, driving performance metrics, ensuring exceptional customer experience, and coaching a team of 15+ agents to achieve business objectives.
Key Responsibilities
- Lead, manage, and motivate a team of **minimum 15 contact center agents** handling inbound/outbound customer interactions.
- Monitor daily operations to ensure **service levels, productivity, and quality standards** are consistently met.
- Conduct regular **performance reviews, coaching sessions, and feedback discussions** to enhance team effectiveness.
- Ensure compliance with organizational policies and industry best practices.
- Handle escalations and provide timely resolutions to ensure **customer satisfaction**.
- Prepare and present **performance reports and insights** to management.
- Implement process improvements to enhance operational efficiency and customer experience.
- Support hiring, onboarding, and training of new agents.
Key Requirements
- **7–15 years of experience** in contact center operations, with at least **2–3 years in a supervisory/lead role**.
- **Mandatory experience in the Real Estate industry**.
- Proven experience managing a team of **15 or more agents**.
- Excellent communication, interpersonal, and leadership skills.
- Ability to analyze data and drive performance improvement initiatives.
- Experience in handling **customer service driven environments**.
- Strong problem-solving and decision-making abilities.
- Proficiency in MS Office and contact center technologies.
Preferred Skills
- Experience with CRM platforms (e.g., Salesforce)
- Knowledge of Dubai/UAE real estate market (if applicable)
- Multilingual abilities (advantage)
• Leadership & Team Management
- Performance Management
- Customer-Centric Approach
- Analytical Thinking
• Coaching & Mentoring
- Results-Driven Mindset
- Pay: AED10,000.00 - AED15,000.00 per month
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