Call Center Supervisor

Job description / Role

We are seeking an experienced Call Center Supervisor to join our team in the IT industry. The ideal candidate will be responsible for overseeing the daily operations of the call center, ensuring efficient and high-quality customer service delivery. The role will require strong leadership skills, the ability to manage a team, and the drive to continuously improve customer satisfaction.

Responsibilities:
- Manage and oversee the daily operations of the call center, including monitoring and analyzing performance metrics to ensure efficient and effective service delivery.
- Supervise and guide call center agents, providing coaching, training, and performance feedback to ensure high levels of productivity and customer satisfaction.
- Develop and implement strategies to improve call center operations, streamline processes, and enhance overall customer experience.
- Handle escalated customer issues and provide resolutions in a timely and professional manner.
- Maintain a positive and motivating work environment, fostering teamwork and collaboration among call center staff.
- Create and maintain call center performance reports, identifying areas for improvement and implementing action plans to address any deficiencies.
- Ensure compliance with company policies and procedures, as well as industry regulations, to uphold high standards of service and data security.
- Collaborate with other departments to address customer concerns, optimize call center processes, and contribute to overall business objectives.

- Proven experience in a call center supervisory or management role within the IT or related industry.
- Strong leadership and interpersonal skills, with the ability to effectively manage and motivate a team of call center agents.
- Excellent communication and customer service skills, with the ability to handle challenging situations and resolve conflicts effectively.
- Sound knowledge of call center operations, including call routing, quality assurance, and performance monitoring.
- Proficiency in using call center software and CRM systems to track and analyze performance metrics.
- Ability to adapt to changing priorities, multitask, and make informed decisions in a fast-paced and dynamic environment.
- Demonstrated problem-solving abilities and a proactive approach to identifying and addressing operational challenges.
- Bachelor's degree in Business Administration, IT, or a related field is preferred.

Salary:
AED 10,000 to 12,000 per month inclusive of fixed allowances.
Additional benefits: Health Insurance, Visa Sponsorship, Annual Bonus

About the Company

Value Tech Consulting is a complete Information Technology company offering innovative technology solutions from small size to large size brands across the world.