Call Center Supervisor

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About the Company:

Extensya is a global leader in operating and managing customer service centers, with a strong presence across the Middle East. The company provides customer support services to several major organizations in various sectors, offering innovative solutions and high-quality services.

Job Title:

Call Center Supervisor

Location:

On-site at Extensya offices in Jeddah

Reports to:

Site Manager

Working Days: Key Responsibilities:

• Supervise daily call center operations and ensure team performance meets company standards.
• Ensure service quality through call monitoring and maintaining overall customer satisfaction.
• Oversee training progress while coaching and motivating team members to achieve individual and team KPIs.
• Prepare and analyze performance reports to identify areas for improvement and development.
• Handle customer complaints and escalations, providing effective and timely solutions.
• Coordinate with other departments to ensure workflow efficiency and issue resolution.
• Plan and organize shift schedules to ensure sufficient staffing coverage at all times.
• Conduct regular meetings to share updates, provide feedback, and enhance team engagement.
• Participate in the recruitment, training, and onboarding of new call center agents.
• Ensure compliance with company policies, procedures, and customer service quality standards.

Qualifications:

• Diploma or Bachelor's degree in Business Administration or a related field.
• Minimum of 3 years of supervisory leadership experience in a call center environment.
• Strong leadership, coaching, and team management skills.
• Excellent communication and problem-solving abilities.
• Fluency in both Arabic and English (spoken and written).
• Strong analytical and reporting skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and call center systems/tools.