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Call Center Supervisor
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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
- 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
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Implement process improvements to enhance customer experience and efficiency
- 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.
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Ability to work under pressure and manage multiple priorities
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
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