Contact Center Supervisor

We are seeking an experienced Contact Center Supervisor with a strong background in the Real Estate sector to lead and manage a high-performing team of customer service agents. The ideal candidate will be responsible for overseeing daily operations, driving performance metrics, ensuring exceptional customer experience, and coaching a team of 15+ agents to achieve business objectives.

Key Responsibilities

• Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions.
• Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met.
• Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness.
• Ensure compliance with organizational policies and industry best practices.
• Handle escalations and provide timely resolutions to ensure customer satisfaction.
• Prepare and present performance reports and insights to management.
• Implement process improvements to enhance operational efficiency and customer experience.
• Support hiring, onboarding, and training of new agents.

Key Requirements

• 7–15 years of experience in contact center operations, with at least 2–3 years in a supervisory/lead role.
• Mandatory experience in the Real Estate industry.
• Proven experience managing a team of 15 or more agents.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data and drive performance improvement initiatives.
• Experience in handling customer service driven environments.
• Strong problem-solving and decision-making abilities.
• Proficiency in MS Office and contact center technologies.

Preferred Skills

• Experience with CRM platforms (e.g., Salesforce)
• Knowledge of Dubai/UAE real estate market (if applicable)
• Multilingual abilities (advantage)

Key Competencies

• Leadership & Team Management
• Performance Management
• Customer-Centric Approach
• Analytical Thinking
• Coaching & Mentoring
• Results-Driven Mindset

Pay: AED10,000.00 - AED15,000.00 per month

Work Location: In person