Call Center Supervisor

Nasoft is hiring for our client specialized on Telecommunication serving the Gulf Market, The Call Center Supervisor oversees daily operations of the customer service team, ensuring high-quality support, efficient handling of inquiries, and achievement of performance targets. This role involves coaching agents, monitoring KPIs, and implementing strategies to improve customer satisfaction and operational efficiency.

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  Responsibilities:
• Supervise and support a team of call center agents.

• Monitor call metrics (AHT, FCR, CSAT, etc.) and ensure service level agreements (SLAs) are met.
• Conduct regular performance reviews and provide coaching and feedback.
• Handle escalated customer issues and resolve complaints professionally.
• Schedule shifts and manage workforce planning to ensure coverage.
• Collaborate with other departments to resolve customer issues.
• Prepare daily/weekly/monthly reports on team performance.
• Train new hires and ensure ongoing development of team members.
• Implement process improvements to enhance customer experience and efficiency.

Requirements

• Bachelor’s degree in Business, Communications, or related field (preferred).
• 2–4 years of experience in a call center environment, with at least 1 year in a supervisory role.
• Must be available to work from home during night shifts
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Familiarity with CRM systems and call center software.
• Ability to work under pressure and manage multiple priorities.

Benefits

Working Conditions & Benefits:

• 5 Working Days (Rotation)
• 8 Working Hours (Rotation)
• The first shift begins at 8 AM, while the final shift concludes at 4 AM
• Social & Medical Insurance.
• Opportunities for learning and development
• Defined career progression