Call Center Supervisor📣 Job Ad

Role Summary

2P Perfect Presentation is seeking an experienced Call Center Supervisor to join our team in Riyadh, Saudi Arabia. This full-time role involves overseeing the daily operations of the call center, focusing on ensuring service excellence, operational efficiency, and high team performance. The supervisor will lead and support a team of call center agents, monitor key performance indicators, manage escalations, and drive continuous improvement initiatives.

Key Responsibilities

• Supervise daily call center operations to ensure consistent achievement of service levels and operational targets.
• Lead, motivate, and support call center agents to deliver exceptional customer service and meet performance objectives.
• Monitor agent performance using call center systems and dashboards, analyze Key Performance Indicators (KPIs), and prepare operational reports for management.
• Handle customer escalations and complex inquiries, ensuring timely and effective resolution.
• Conduct regular coaching sessions, performance reviews, and feedback meetings to enhance 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.

Required Experience and Knowledge

• 5-10 years of experience in call center operations.
• 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.

Essential 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.
• Demonstrated experience in conducting performance evaluations, coaching sessions, and employee development plans.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic call center environment. The role requires a commitment to maintaining high standards of service and operational efficiency.