Call Center Supervisor

Hiring- Call Center Manager

Location - Qatar

• The Call Center Manager will be responsible for overseeing daily operations of the call center, managing and motivating the team, ensuring performance targets and KPIs are achieved, and maintaining a high level of customer satisfaction. This role requires strong leadership, analytical, and communication skills to enhance service quality and operational efficiency.
• Key Responsibilities:
• * Lead, supervise, and motivate a team of call center agents and team leaders.
• * Monitor and analyze performance metrics (KPIs) such as call handling time, service level, and customer satisfaction.
• * Develop and implement training programs to improve product knowledge, customer handling, and communication skills.
• * Prepare performance reports and share insights with management for continuous improvement.
• * Handle escalated customer issues and ensure prompt resolution.
• Plan and manage workforce scheduling to ensure optimal coverage.
• * Identify areas for process improvement and recommend operational strategies.
• * Coordinate with other departments to streamline operations and improve customer experience.
• * Maintain a positive, performance-driven work culture.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum 3–5 years of experience in a call center leadership or managerial role or 5- 10 years of supervisory role.
• Proven experience in team management, performance monitoring, and training.
• Strong knowledge of call center KPIs and operational metrics.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in CRM and call center software systems.
• Bilingual (Arabic and English) preferred.

Job Type: Full-time

Pay: QAR8,000.00 - QAR12,000.00 per month