Call Center Floor Supervisor

• Supervise day-to-day call center floor operations to ensure service level targets are met
• Monitor agent attendance, adherence, and punctuality as per schedules
• Provide real-time support, guidance, and coaching to call center agents
• Handle escalated customer complaints and ensure timely resolution
• Monitor live calls to ensure quality standards and compliance are maintained
• Conduct briefings and huddles to communicate updates, targets, and performance feedback
• Track individual and team performance against KPIs and SLAs
• Prepare and submit daily, weekly, and monthly performance reports
• Coordinate with quality, training, and workforce teams for performance improvement
• Identify training needs and support onboarding of new agents
• Ensure compliance with company policies, scripts, and regulatory requirements
• Motivate the team to achieve productivity, quality, and customer satisfaction goals
• Manage floor discipline and maintain a professional work environment
• Report system issues, staffing gaps, and operational risks to management
• Support implementation of new processes, campaigns, or system changes

Job Type: Full-time

Pay: QAR5,000.00 - QAR7,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Call Center Supervisor: 3 years (Required)