Call Center Supervisor

About the Role

2P Perfect Presentation is seeking a Call Center Supervisor to manage daily operations in Dammam, Eastern Region. This full-time role involves ensuring service excellence, operational efficiency, and high team performance within the call center. The supervisor will lead and support a team of call center agents, monitor key performance indicators, and manage escalations.

Key Responsibilities

• Supervise daily call center operations to ensure consistent achievement of service levels and operational targets.
• Lead, motivate, and support a team of call center agents to deliver customer service and meet performance objectives.
• Monitor agent performance using call center systems and dashboards, analyze KPIs, and prepare operational reports.
• Handle customer escalations and complex inquiries, ensuring timely and effective resolution.
• Conduct regular coaching sessions, performance reviews, and feedback meetings to improve individual and team performance.
• Identify training needs and coordinate onboarding, refresher training, and continuous development initiatives.
• Ensure compliance with company policies, quality standards, and operational procedures.
• Monitor attendance, scheduling, and workforce productivity to maintain optimal staffing levels.
• Collaborate with management to identify process improvements and implement initiatives that enhance efficiency, customer satisfaction, and overall service quality.
• Foster a positive, collaborative, and high-performance work environment focused on continuous improvement.

Qualifications and Experience

• 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 Key Performance Indicators (KPIs), including Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance (QA), and Adherence.
• Proficiency in call center platforms, CRM systems, reporting tools, and Microsoft Office applications.

Required Skills

• Excellent leadership, communication, coaching, and conflict-resolution skills.
• Strong analytical and problem-solving abilities with the capability to interpret performance data and implement improvement plans.
• Experience conducting performance evaluations, coaching sessions, and employee development plans.

Work Environment

This is a full-time position based in Dammam, Eastern Region, focusing on maintaining optimal staffing levels and fostering a collaborative work environment.

Application Process

Candidates interested in this Call Center Supervisor role are encouraged to apply.