Call Center Supervisor ( 3 Months )

Overview

We are seeking a highly motivated and analytical Call Center Supervisor to oversee the daily operations of our customer contact center. The ideal candidate will have proven experience in data analysis, call performance metrics, customer satisfaction, and service speed optimization. This role requires a proactive leader who can guide a team of agents to consistently deliver high-quality customer experiences.

Key Responsibilities

• Supervise and manage daily activities of call center agents to ensure productivity and quality standards are met.
• Monitor and analyze call center performance metrics, including average handling time (AHT), first call resolution (FCR), service level, abandonment rate, and customer satisfaction scores (CSAT/NPS).
• Generate and interpret performance reports and dashboards to identify trends, gaps, and improvement opportunities.
• Collaborate with the quality assurance and training teams to ensure continuous improvement in service delivery.
• Conduct regular coaching, feedback, and performance reviews for call center agents.
• Develop action plans based on data insights to enhance operational efficiency and customer satisfaction.
• Handle escalated customer issues and ensure timely resolution.
• Ensure compliance with company policies, procedures, and quality standards.
• Support workforce planning and scheduling based on call volume forecasts and historical data.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• Minimum of 1-3 years of experience in a call center environment, with at least 1 year in a supervisory role.
• Strong analytical skills with proficiency in Excel, Power BI, or other data analysis/reporting tools.
• In-depth knowledge of call center KPIs and customer satisfaction metrics.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced, customer-focused environment.
• Fluent in English (and Arabic is a plus, depending on the company's requirements).

Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Customer Service, Analyst, and Management
• Industries: Telephone Call Centers, Climate Data and Analytics, and Data Infrastructure and Analytics

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