call center supervisor

DotLynx

We are seeking an experienced Call Center Supervisor to oversee the daily operations of our call center. The ideal candidate will lead and motivate the team, ensure performance targets and KPIs are achieved, and maintain a high standard of customer satisfaction. This role requires strong leadership, analytical thinking, and communication skills to drive service quality and operational excellence.Key Responsibilities:<ul><li>Lead, supervise, and motivate call center agents and team leaders.</li><li>Monitor and analyze performance metrics (KPIs) such as call handling time, service levels, and customer satisfaction.</li><li>Develop and implement training programs to enhance product knowledge, communication, and customer service skills.</li><li>Prepare performance reports and share insights with management for continuous improvement.</li><li>Handle escalated customer issues and ensure timely resolution.</li><li>Plan and manage workforce scheduling to ensure optimal coverage.</li><li>Identify process gaps and recommend improvements for better efficiency.</li><li>Collaborate with other departments to streamline operations and enhance customer experience.</li><li>Maintain a positive, performance-driven, and customer-focused work environment.</li></ul>Qualifications and Skills:<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or a related field.</li><li>3&ndash;5 years of experience in a call center leadership/managerial role or 5&ndash;10 years in a supervisory capacity.</li><li>Proven experience in team management, performance monitoring, and training.</li><li>Strong understanding of call center KPIs and operational metrics.</li><li>Excellent communication, leadership, and problem-solving skills.</li><li>Proficiency in CRM and call center software systems.</li><li>Bilingual (Arabic &amp; English) candidates preferred.</li></ul>Qualified applicants may send their resumes to: apply@dotlynx.caJob Type: Full-time

Call Center Supervisor

Nasoft

<div>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. 
<ul><li>
 
Responsibilities:
</li><li>Supervise and support a team of call center agents.</li>
</ul><ul><li>Monitor call metrics (AHT, FCR, CSAT, etc.) and ensure service level agreements (SLAs) are met.</li>
<li>Conduct regular performance reviews and provide coaching and feedback.</li>
<li>Handle escalated customer issues and resolve complaints professionally.</li>
<li>Schedule shifts and manage workforce planning to ensure coverage.</li>
<li>Collaborate with other departments to resolve customer issues.</li>
<li>Prepare daily/weekly/monthly reports on team performance.</li>
<li>Train new hires and ensure ongoing development of team members.</li>
<li>Implement process improvements to enhance customer experience and efficiency.</li>
</ul>
Requirements<ul>
<li>
Bachelor&rsquo;s degree in Business, Communications, or related field (preferred).</li>
<li>2&ndash;4 years of experience in a call center environment, with at least 1 year in a supervisory role.</li>
<li>Must be available to work from home during night shifts</li>
<li>Strong leadership and team management skills.</li>
<li>Excellent communication and problem-solving abilities.</li>
<li>Familiarity with CRM systems and call center software.
</li><li>Ability to work under pressure and manage multiple priorities.</li>
</ul>
Benefits
Working Conditions &amp; Benefits:<ul>
<li>
5 Working Days (Rotation)</li>
<li>8 Working Hours (Rotation)</li>
<li>The first shift begins at 8 AM, while the final shift concludes at 4 AM</li>
<li>Social &amp; Medical Insurance.</li>
<li>Opportunities for learning and development</li>
<li>Defined career progression</li></ul></div>

DotLynx Recruitment

Hiring- Call Center ManagerLocation - Qatar<ul><li>The Call Center Manager will be responsible for overseeing daily operations of the call center, managing and motivating the team, ensuring performance targets and KPIs are achieved, and maintaining a high level of customer satisfaction. This role requires strong leadership, analytical, and communication skills to enhance service quality and operational efficiency.</li><li>Key Responsibilities:</li><li>* Lead, supervise, and motivate a team of call center agents and team leaders.</li><li>* Monitor and analyze performance metrics (KPIs) such as call handling time, service level, and customer satisfaction.</li><li>* Develop and implement training programs to improve product knowledge, customer handling, and communication skills.</li><li>* Prepare performance reports and share insights with management for continuous improvement.</li><li>* Handle escalated customer issues and ensure prompt resolution.</li><li>Plan and manage workforce scheduling to ensure optimal coverage.</li><li>* Identify areas for process improvement and recommend operational strategies.</li><li>* Coordinate with other departments to streamline operations and improve customer experience.</li><li>* Maintain a positive, performance-driven work culture.</li></ul>Qualifications and Skills:<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or a related field.</li><li>Minimum 3&ndash;5 years of experience in a call center leadership or managerial role or 5- 10 years of supervisory role.</li><li>Proven experience in team management, performance monitoring, and training.</li><li>Strong knowledge of call center KPIs and operational metrics.</li><li>Excellent communication, leadership, and problem-solving skills.</li><li>Proficiency in CRM and call center software systems.</li><li>Bilingual (Arabic and English) preferred.</li></ul>Job Type: Full-timePay: QAR8,000.00 - QAR12,000.00 per month

American Hospital Dubai

Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction. Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai's mission and values, contributing to a seamless patient experience and efficient imaging workflow. Responsibilities <ul><li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.</li><li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.</li><li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.</li><li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.</li><li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.</li><li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.</li><li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.</li><li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.</li><li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.</li><li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.</li><li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.</li><li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.</li><li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.</li><li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.</li><li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.</li><li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.</li><li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.</li><li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.</li><li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.</li></ul> Qualifications <ul><li>Bachelor's Degree in Communications or realated field.</li><li>Diploma or other educational certificate in Call Centre Management/Operation preferred.</li></ul>PROFESSIONAL EXPERIENCE:<ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.</li><li>Experienced in the use and troubleshooting of computerised telephonic systems.</li><li>Significant exposure to Customer Excellence Programme methodologies.</li><li>Excellent oral, written and comprehension of the English language is essential.</li><li>Ability to converse effectively in the Arabic Language preferred.</li></ul>

Call Center Manager

Abou Ghaly Motors

<div>
 
 
 Job Summary:
 
 
 
 The Call Center &amp; Telesales Supervisor is responsible for leading, coaching, and managing a team of agents to deliver exceptional customer service and achieve sales and service targets. The role ensures smooth daily operations, adherence to KPIs and SLAs, and continuous improvement of performance and quality standards. The Supervisor acts as a key link between management and front-line staff, ensuring efficient communication, customer satisfaction, and operational excellence.
 
 
 
 
 
 
 Key Responsibilities &amp; Duties
 
 
 
 
 1. Operations &amp; Service Delivery
 
 
 <ul>
 <li>
 Oversee daily operations of inbound and outbound call activities.
 </li>
 <li>
 Monitor staffing levels and shift schedules to ensure optimal coverage and minimize missed calls.
 </li>
 <li>
 Ensure agents meet performance KPIs, service quality targets, and productivity goals.
 </li>
 <li>
 Follow up with relevant departments to ensure timely resolution of customer requests and complaints.
 </li>
 <li>
 Maintain compliance with SLAs and operational policies.
 </li>
 </ul>
 
 
 2. Quality &amp; Performance Management
 
 
 <ul>
 <li>
 Conduct regular call monitoring and quality evaluations to ensure service excellence.
 </li>
 <li>
 Identify performance gaps and develop action plans for improvement.
 </li>
 <li>
 Contribute to defining, implementing, and enhancing quality standards and service procedures.
 </li>
 </ul>
 
 
 3. Team Leadership &amp; Coaching
 
 
 <ul>
 <li>
 Lead, motivate, and coach team members to achieve individual and team objectives.
 </li>
 <li>
 Conduct on-the-job training for new hires and continuous learning sessions for the team.
 </li>
 <li>
 Hold regular team meetings to communicate updates and align on performance expectations.
 </li>
 <li>
 Monitor agent performance and provide constructive feedback to support growth and development.
 </li>
 </ul>
 
 
 4. Communication &amp; Process Improvement
 
 
 <ul>
 <li>
 Provide management with insights on operational issues and suggest process improvements.
 </li>
 <li>
 Facilitate open communication channels between teams and management.
 </li>
 <li>
 Escalate critical issues promptly and recommend corrective actions.
 </li>
 </ul>
 
 
 5. Customer Escalations &amp; Recovery
 
 
 <ul>
 <li>
 Handle escalated customer complaints and ensure quick and effective resolution.
 </li>
 <li>
 Follow up on unresolved issues and ensure customer satisfaction.
 </li>
 </ul>
 
 
 6. Planning &amp; Reporting
 
 
 <ul>
 <li>
 Support in forecasting call volumes and workforce planning.
 </li>
 <li>
 Track daily operational metrics and prepare performance reports for management review.
 </li>
 <li>
 Contribute to the development of operational objectives and action plans.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Skills Required
 
 
 
 
 Education:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field.
 </li>
 </ul>
 
 
 Experience:
 
 
 <ul>
 <li>
 Minimum 5 years of experience in a contact center or telesales environment, including at least 2 years in a supervisory or leadership role.
 </li>
 <li>
 Proven experience managing both inbound and outbound operations.
 </li>
 </ul>
 
 
 Skills &amp; Competencies:
 
 
 <ul>
 <li>
 Fluent English (spoken and written).
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 Strong problem-solving, decision-making, and analytical thinking.
 </li>
 <li>
 Proficiency in MS Office and CRM/call center software tools.
 </li>
 <li>
 Customer-oriented mindset with strong sales acumen.
 </li>
 </ul>
</div>

Customer Service Supervisor

VIA Dental Clinic

About VIA Dental ClinicVIA Dental Clinic is one of Turkey&rsquo;s leading dental health tourism providers, offering world-class dental treatments to international patients. As we continue to expand, we are committed to delivering exceptional care, personalized service, and outstanding patient experiences. We are now looking for a motivated, experienced, and sales-driven Team Leader to join our dynamic call center team.Your Responsibilities<ul><li>Lead, coach, and motivate the call center sales team to achieve and exceed sales targets.</li><li>Develop and execute effective sales strategies to attract and convert international patients.</li><li>Manage patient inquiries through phone, email, and online channels with professionalism and empathy.</li><li>Supervise daily operations, ensuring quality standards and CRM accuracy.</li><li>Provide regular performance reports and identify improvement opportunities.</li><li>Collaborate with marketing and operations teams to optimize patient acquisition processes.</li></ul>What We&rsquo;re Looking For<ul><li>Minimum 2 years of sales experience and at least 1 year in a team leader or supervisor role (preferably in health tourism).</li><li>Excellent communication, negotiation, and leadership skills.</li><li>Fluent in English (fluency in French, German, Russian, Italian, or Arabic is a plus).</li><li>Goal-oriented, self-motivated, and capable of managing a fast-paced environment.</li><li>Familiarity with CRM systems and digital communication tools.</li></ul>What We Offer<ul><li>Competitive base salary + attractive commission structure.</li><li>High-quality international leads provided by the marketing team.</li><li>Continuous professional training and leadership development.</li><li>A dynamic, multicultural, and growth-oriented work environment.</li><li>Employee benefits and discounts on clinic services.</li></ul>&#304;&#351; T&uuml;r&uuml;: Tam zamanl&#305;

Sales Team Leader

Search 10000+ Call center supervisor jobs near you this November. New roles added regularly across leading industries. Apply today.

10000 call center supervisor jobs NEAR_ME

Call Center Supervisor

Call Center Supervisor

Call Center Supervisor

Call Center Supervisor

Call Center Manager

Customer Service Supervisor

Sales Team Leader