call centre supervisor

Reclaim Now Ltd

We are seeking an experienced Call Centre Manager to lead our dynamic team for a UK-based campaign. This is an exciting opportunity for a results-driven professional who can manage operations, inspire teams, and deliver outstanding performance.Key Responsibilities:<ul><li>Oversee daily operations of the call centre to ensure KPIs and client expectations are met.</li><li>Report daily to senior management with detailed performance updates and insights.</li><li>Recruit, train, motivate, and retain high-performing call centre staff.</li><li>Monitor quality, productivity, and compliance across all teams.</li><li>Develop and implement strategies to maximize efficiency and staff engagement.</li><li>Ensure that all communication meets the high standards expected for a UK campaign.</li></ul>Requirements:<ul><li>Previous experience as a Call Centre Manager is essential &ndash; please do not apply without it.</li><li>Strong leadership, coaching, and people management skills.</li><li>Excellent command of spoken and written English (UK communication standards).</li><li>Proven ability to work under pressure and meet deadlines.</li><li>Experience managing outbound/inbound UK campaigns preferred.</li></ul>What We Offer:<ul><li>Competitive Salary + High Bonus Structure &ndash; performance-based rewards with substantial earning potential.</li><li>A professional working environment with growth opportunities.</li><li>A supportive leadership team that values initiative and innovation.</li></ul>How to Apply:Send your CV and a brief cover letter outlining your experience as a Call Centre Manager to lahorecontactcentre@gmail.com.Only candidates with proven call centre management experience will be consideredJob Type: Full-timePay: From Rs150,000.00 per monthWork Location: In person

Call Center Manager

Confidential Company

We are seeking a dynamic and experienced Call Centre Head to lead our customer service operations. The ideal candidate will be responsible for managing the entire call centre, ensuring operational efficiency, driving customer satisfaction, and leading a team of managers and agents. Key Responsibilities: <ul><li>Oversee daily operations of the call centre, ensuring smooth workflow and achievement of KPIs.</li><li>Develop and implement strategies to improve productivity, efficiency, and customer experience.</li><li>Monitor performance metrics and prepare reports for senior management.</li><li>Recruit, train, and mentor call centre managers and staff.</li><li>Ensure adherence to quality standards, processes, and regulatory compliance.</li><li>Drive initiatives for employee engagement, retention, and motivation.</li><li>Handle escalated customer issues and ensure timely resolution.</li><li>Collaborate with other departments to align customer service strategies with business goals.</li></ul>

Contact Centre Manager

Barraquer Eye Hospital Dubai

Email your CV at behhr@barraquer.ae and careers@barraquer.aePlease mention the subject line: Call CentrePrimary Job Responsibilities will be: -<ul><li>Manage inbound and outbound calls efficiently and professionally.</li><li>Coordinate with doctors to manage clinic schedules, including walk-ins and emergency slots.</li><li>Follow communication scripts and hospital protocols for different scenarios.</li><li>Ensure calls are answered promptly&mdash;typically within three rings&mdash;with clear voice modulation and polite tone.</li><li>Book, confirm, reschedule, or cancel patient appointments according to hospital guidelines.</li><li>Remind patients of upcoming appointments and follow up on no-shows.</li><li>Provide accurate information about hospital services, doctors, insurance coverage, and packages.</li><li>Perform all related duties as assigned by Team Leader - Call Centre.</li></ul>Job Type: Full-timeExperience:<ul><li>Hospital: 2 years (Required)</li><li>Call Centre: 2 years (Required)</li></ul>Language:<ul><li>Arabic (Required)</li></ul>

Call Centre Coordinator (Only arabic candidates)

EmiraTalent

NEW JOB Were HIRING! Call Centre TEAM LEAD / MANAGER Sharjah : Our client a leading IT & Security leader who provides premier management technical and professional services in the fields of Information Technology and Security Systems to help clients successfully manage complex businesses projects and facilities is looking to speak with Call Centre professionals that are considering a move. Role Objective Overseeing and leading the day day operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call centre agents and the Site Support Team. You will be responsible for implementing strategies aimed at enhancing customer service operational efficiency and staff development. In addition you will be expected to act as a bridge between the client and internal cross functional teams serving as the point of contact for all EPM related concerns. Key Responsibilities / Accountabilities <ul> <li>Lead mentor and motivate a call centre and site support team fostering a positive and productive work environment.</li> <li>Set performance goals and expectations for the team and provide ongoing feedback and coaching to ensure targets are met.</li> <li>Implement quality assurance programs and performance improvement plans to enhance the quality of customer interactions.</li> <li>Plan and manage staffing levels, schedules and workforce allocation to meet service level agreements (SLA) and operational requirements.</li> <li>Develop and deliver periodic internal training programs for call centre agents focusing on product knowledge, customer service skills and call handling techniques.</li> <li>Develop and deliver periodic internal training programs for the Site Support Team to enable them to better perform their job onsite.</li> <li>Implement cost saving measures while maintaining high quality service.</li> <li>Use data driven insights to make informed decisions and implement strategies.</li> <li>Stay current with call centre technologies and trends to optimize operations.</li> <li>Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.</li> <li>Preparing ad hoc reports to management and customer whenever required.</li> <li>Managing and updating stock inventory.</li> <li>Working with individuals or teams from different functional areas or departments together to achieve common goals and objectives.</li> <li>Maintaining strict confidentiality.</li> <li>Perform additional responsibilities that may be added from time to time depending on organizational requirements.</li> </ul> Qualifications Required Experience: Manager

Call Centre Team LeadManager

King's College Hospital London

Are you a dynamic leader with a passion for delivering exceptional patient experiences? King's College Hospital London, Dubai is seeking a Call Centre Lead to oversee the daily operations of our patient contact centre and ensure service excellence across all touchpoints.

Call Centre Lead

NMC Health plc

<div>To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.</div>
 <div>3.1 Call Centre Executives are ultimately responsible for the call center procedure
 
3.2 Executives have the responsibility to answer the telephone at all times and at no time the telephone be left unattended.
 
3.3 To ensure calls should be attended on or before the third ring promptly
 
3.4 Voice clarity should be there so that the caller will be in a position to understand.
 
3.5 Please remember that you are working for a Hospital and act with responsibility.
 
3.6 Need to note down the details clearly so that there is no miscommunication at any point of time. For this purpose always keep the note/writing pad and pencil near the phone and note the following for clarity:
 
3.6.1. Caller&rsquo;s name (asking caller for correct spelling)
 
3.6.2. Caller Company / institution
 
3.6.3. Ask for phone number and extension
 
3.6.4. Reason for calling
 
3.6.5. Be sure to fill in the date, time and your initials
 
3.6.6. Place the message slip in a conspicuous place in the caller party office
 
3.7 Speak clearly and distinctly in a pleasant tone of voice. Always start the conversation in the following manner:
 
3.7.1. Wish the caller as per the time of the day (e.g. Good Morning)
 
3.7.2. Mention the Organization name (e.g. NMC Royal Hospital)
3.7.3. Mention your name (e.g. my name is &hellip;&hellip;&hellip;&hellip;&hellip;..)
 
3.7.4. How can I help you?
 
3.8 Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.
 
3.9 When transferring a call be sure that you explain the caller that you are doing so and the department/person you are transferring. When the call is picked up by the concerned person/department, explain to them who is on the other end that you are transferring and the subject matter of their call if possible.
 
3.10 Remember that Call Center Executive is the first contact from the Hospital and that first impression will stay with the caller long after the call is completed if it is attended with care.
 
3.11 If you come to know that the caller has reached the wrong department, be courteous and redirect them to the concerned department/person. If possible find out the requirement of the caller and try to help them.
 
3.12 If the concerned person whom the caller is looking for is not available then provide a tactful response so that caller will be satisfied.
 
3.13 Complaints should be directed to the concerned department, if you feel that it is difficult to handle then transfer to Customer Relations Department.
 
3.14 When handling a rude or impatient callers:
 
3.14.1. Stay calm, try to remain diplomatic and polite, getting angry will only irritate them more.
 
3.14.2. Always show willingness to resolve the problem or conflict
 
3.14.3. Try to think like the caller; remember their problems and concerns are important.
 
3.14.4. Offer to have your supervisor talk to the caller or call him/her back if the caller persists
 
3.14.5. Sometimes the irate caller just wants someone in a supervisory capacity to listen to them even if you are able to help them, in those situations connect the call to the concerned people.
 
3.14.6. Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements
 
3.14.7. Work accordance with the documented OSH procedures and instructions, specific responsibilities
 
3.14.8. Be familiar with emergency and evacuation procedures
 
3.14.9. Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports
 
3.14.10. Comply with Waste management procedures and policies
 
3.14.11. Attend applicable OSH/Infection control training programs, mock drills and awareness programs</div>
 <div>4.1 Preferably a college graduate in any discipline.
 
4.2 Clarity in communication and voice clarity and perfect modulation and patients to listen to the caller.
 
4.3 Minimum 2-year experience as a call center executive / telephone operator in a patient focused environment and operation of multi-line switchboard system.
 
4.4 Proficient technology application skills; Basic MS Office (Word, Excel, &amp; Power point) MS Outlook &amp; Internet explorer skills.
 
4.5 Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills
 
4.6 Patient focused; service oriented; patient and understanding.
 
4.7 Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
 
4.8 Reliable, punctual, dependable, and responsive.
 
4.9 Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.</div>

Call Centre Executive

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>

Call Center Supervisor

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