call centre supervisor

Sukoon Insurance

<div>
 
 
 Job Summary:
 
 
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 Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
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 Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
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 Job Accountabilities:
 
 
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 Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
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 Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
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 Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
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 Updating team members on Process changes, new product release &amp; system changes.
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 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
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 Accountable for direct sales in the consumer lines of business;
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 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
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 Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
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 Set and measure performance targets for speed, efficiency, sales and quality;
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 Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
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 Set and measure performance targets for speed, efficiency, sales and quality;
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 Monitor random calls to improve quality, minimize errors and track call center agent performance;
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 Organize staffing, including shift patterns and the number of staff required to meet demand;
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 Forecast and analyze data against budget figures on a weekly and/or monthly basis;
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 Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
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 Support team development through periodic review, mentoring, counseling, and feedback.
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 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs):
 
 
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 CC abandoned rate
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 GPW production
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 Team&rsquo;s Product knowledge
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 GPW Production
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 Team&rsquo;s Quality scores
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 Service Excellency &amp; Complaint Management
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 Team&rsquo;s Data Capture &amp; Accuracy
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 MIS &amp; Reporting
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 Initiative
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 </ul>
 
 
 
 
 
 Skills Required:
 
 
 <ul>
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 Proven experience as call center manager or similar position.
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 Knowledge of performance evaluation and customer service metrics .
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 Solid understanding of reporting and budgeting procedures.
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 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
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 Proficient in MS Office and call center equipment/software programs.
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 Outstanding communication and interpersonal skills.
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 Excellent organizational and leadership skills with a problem-solving ability.
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 Positive and patient.
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 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
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 </ul>
 
 
 
 
 
 Education, Experience and Formal/Professional Qualifications:
 
 
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 Graduate of any bachelor&rsquo;s degree
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 5 years experience in Insurance / Finance industry
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 5 years experience in Call Center /Customer service team lead role
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 </ul>
 
 
</div>

Manager, Call Center

The Wave Lounge Beauty Spa

JOB VACANCY FOR CALL CENTRE AGENT/RECEPTIONIST (Preferably Female)The Call Center Agent is responsible for handling inbound and outbound calls, assisting clients with booking appointments, providing information about salon/spa services, addressing customer inquiries and concerns, and managing staff transportation. This role requires excellent communication skills, professionalism, and the ability to maintain a positive customer experience. The Call Center Agent plays a key role in ensuring high customer satisfaction, retention, and efficient service coordination. Adheres to all company policies and SOP&rsquo;s.Key Responsibilities:1. Customer Service &amp; Call Handling2. Appointment Scheduling &amp; Coordination3. Sales &amp; Upselling4. Data Entry &amp; Record-Keeping5. Customer Feedback &amp; Satisfaction6. Compliance &amp; Quality Assurance7. Technical &amp; System Proficiency8. Transportation CoordinationWork Schedule &amp; Expectations<ul><li>Flexible working hours, including evenings, weekends, and peak business periods as required.</li><li>Active participation in team meetings, training sessions, and performance reviews.</li><li>Maintain a professional and friendly demeanor at all times.</li></ul>QUALIFICATIONS/REQUIREMENTS<ul><li>Minimum 3-4 years&rsquo; experiences in a Reception or Customer Services role, preferably in a Hair &amp; Beauty Salon or Spa</li><li>Minimum 2 years&rsquo; experience in a call centre.</li><li>Minimum 2 years&rsquo; experience in handling POS.</li><li>Strong computer skills and knowledge of Excel and Outlook.</li><li>Ability to manage work flow and priorities</li><li>High level of customer service</li><li>Highly articulate</li><li>Flawless communication skills</li><li>Sitting for extended periods of time</li><li>A HOMESERVICE call centre experience is a plus</li></ul>Please share your updated CV at +971 56 686 8740.Work Location: In person

Call Centre Agent/Transportation Coordinator

SFAI Qatar

Key Responsibilities<ul><li>Assist in designing and implementing scheduling protocols under the supervision of the Screening Call Center Supervisor, ensuring operational efficiency and service quality.</li><li>Oversee scheduling activities to ensure smooth, accurate, and efficient operations.</li><li>Supervise and support scheduling staff, working closely with leadership to develop and implement training and skills enhancement programs.</li><li>Maintain and update call center knowledgebase, ensuring all booking and scheduling protocols remain current.</li><li>Monitor and control call center staff activities using Excel/CRM systems; ensure accuracy of data entry and provide feedback on performance and data issues.</li><li>Respond to referrers&rsquo; needs, inquiries, and issues promptly while ensuring data accuracy across referral systems (e.g., BIS/Cerner).</li><li>Coordinate proactively with relevant departments (e.g., HIM and Operations) to optimize patient throughput and service delivery.</li><li>Develop and maintain awareness of evolving technologies and support implementation of process improvements.</li><li>Prepare and submit required reports to management in a timely and accurate manner.</li><li>Handle incoming calls professionally and courteously, maintaining high standards of customer service in addressing patient and physician scheduling needs.</li><li>Schedule appointments in line with organizational, site, and system protocols.</li><li>Verify and update patient and physician information accurately in system databases.</li><li>Provide patients with clear and accurate preparatory information regarding procedures.</li><li>Monitor system performance and provide feedback on quality and operational improvements.</li><li>Track staff system usage (e.g., Cisco) and address non-compliance or performance issues through corrective actions.</li><li>Prepare monthly and ad-hoc reports as assigned; manage multiple priorities in a fast-paced environment.</li><li>Lead and support team performance to meet operational targets and service benchmarks.</li><li>Demonstrate strong communication skills, providing clear verbal and written feedback to staff when required.</li><li>Promote a proactive patient safety culture by identifying risks and implementing preventive measures.</li><li>Identify, report, and follow up on patient safety concerns, incidents, and near misses in a timely manner.</li><li>Ensure adherence to all patient safety policies, procedures, and protocols.</li><li>Foster teamwork and maintain effective communication across teams.</li><li>Partner with the line manager to identify operational risks, develop mitigation plans, and ensure shared accountability for implementation and evaluation.</li><li>Maintain strict confidentiality of sensitive patient and organizational information.</li><li>Attend required meetings, training sessions, and corporate initiatives.</li><li>Perform any additional duties or responsibilities as assigned.</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, Health Sciences, or a related field.</li></ul>Experience &amp; Knowledge<ul><li>Minimum of 3&ndash;5 years of experience in a call center or healthcare environment.</li><li>At least 2 years of experience in a supervisory or team leader role.</li><li>Strong customer service experience is essential.</li><li>Prior experience in a medical call center and knowledge of medical terminology is preferred.</li></ul>Skills &amp; Competencies<ul><li>Strong computer skills, including CRM and data management tools.</li><li>Excellent supervisory and leadership abilities.</li><li>Strong verbal and written communication skills in English; Arabic is an advantage.</li><li>Ability to work effectively with individuals from diverse cultural backgrounds.</li><li>High level of professionalism, integrity, and confidentiality.</li><li>Self-motivated, proactive, and able to work independently.</li><li>Ability to perform under pressure and manage multiple priorities.</li><li>Strong organizational and problem-solving skills.</li><li>High level of motivation, discipline, and accountability.</li><li>Energetic, confident, and team-oriented personality.</li></ul>Pay: QAR10,000.00 per hourExperience:<ul><li>similar role : 5 years (Required)</li></ul>Language:<ul><li>Arabic (Required)</li></ul>License/Certification:<ul><li>Qatar ID (Preferred)</li></ul>Work Location: In person

Assistant Call Center Supervisor

HopeLink Behavioral Health

<div>For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.
SUMMARY STATEMENT OF POSITION:
The 988 Call Center Supervisor (Coach) oversees staff within the Crisis Services program, providing supervision, performance management, and professional development. This role manages the full employee lifecycle, from onboarding to retention. The Coach delivers structured supervision, conducts performance evaluations, and ensures accountability through coaching and feedback. They also monitor policy compliance, support ongoing training, and uphold clinical and operational standards to sustain a high-performing, mission-driven team.
WHAT WE OFFER:<ul><li>
Meaningful Work: Make a real difference in the lives of others.</li><li>
Competitive Salary: $58,000-$66,560 per year</li><li>
Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement.</li><li>
Supportive Environment: Join a dedicated team committed to providing high-quality care.</li></ul> 
SCHEDULE &amp; LOCATION:<ul><li>
Shifts available: Mornings, Afternoons, and Overnights</li><li>
This is a hybrid position and requires up to 24 hours per week on-site in our Oakton Office.</li></ul>
PRIMARY DUTIES:<ul><li>
Provide real-time coaching, supervision, and escalation support while maintaining direct service coverage as needed or when requested.</li><li>
Deliver individual and group supervision, ongoing performance feedback, targeted coaching to support staff growth and retention, and complete annual performance evaluation for all assigned staff.</li><li>
Deliver community of practice, case staffing groups each week to build on staff skill development.</li><li>
Promote staff wellness through debriefing, recognition, and fostering resilience after challenging contacts.</li><li>
Collaborate with program leadership (e.g. program directors, quality assurance managers) on workflow improvements, compliance, and quality initiatives.</li><li>
Maintain a current understanding of frontline work through 3 hours of direct service (voice and chat/text) engagement per week.</li><li>
Perform other duties as assigned to support HopeLink's mission and evolving 24/7/365 operations.</li></ul>
ESSENTIAL COMPETENCIES:<ul><li>
Strong ability to oversee crisis line operations, manage people, and make sound decisions under pressure.</li><li>
Skilled in supervision, coaching, and mentoring staff through onboarding, development, and retention.</li><li>
Proficient in quality assurance, performance feedback, and reinforcing training in real time.</li><li>
Excellent communication and collaboration skills to build trust and align with leadership goals.</li><li>
Knowledgeable of crisis intervention best practices, and ethical standards</li><li>
Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.</li></ul>
QUALIFICATIONS:<ul><li>
Bachelor's degree in social work, Counseling, Psychology, or related field and a minimum of 1-year of direct supervisory experience in crisis intervention, suicide prevention, or behavioral health. A minimum of 2-3 years of direct supervisory experience can substitute for the bachelor's degree requirement.</li><li>
Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.</li><li>
Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth.</li></ul> 
NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule; however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts.
The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.
Ready to Join Our Mission?
If you're passionate about helping people achieve mental wellness, we encourage you to apply!
HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.
'Where Hope Meets Help.'
We are unable to hire in the following states:
California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming</div>

988 Call Center Supervisor

Spectrum Solution W.L L

<ul><li>Bachelor's degree in Business Administration, Management, Health Sciences, or a related field.</li><li>Minimum 5 years of similar experience in a healthcare environment.</li><li>Strong customer service experience.</li><li>Previous experience in a medical call center and knowledge of medical terminology preferred.</li><li>Good computer skills.</li><li>Excellent supervisory skills.</li><li>Good oral and written communication skills in English.</li><li>Knowledge of Arabic is an advantage.</li><li>Ability to work with people from different cultural backgrounds.</li><li>Self-motivated, committed, and proactive.</li><li>Ability to work efficiently under pressure.</li><li>High degree of motivation and self-discipline.</li><li>Enthusiastic and confident personality.</li></ul>Work Location: In person

Call Center Supervisor

MAPsolutions

TSR &ndash; UK Energy &amp; Card Machine Sales Representative Why Join Us?<ul><li>Weekly Performance Bonuses</li><li>Weekly Team Parties &amp; Entertainment Activities</li><li>Fun, Friendly &amp; Professional Work Environment</li><li>Full Training &amp; Learning Platform Provided</li><li>Career Development &amp; Skill Enhancement Programs</li><li>Fast-Track Promotion Opportunities</li><li>Clear Career Growth Path</li><li>Recognition &amp; Rewards for Top Performers</li></ul>Location: Lahore, Pakistan Shift Timing: 2:00 PM &ndash; 10:00 PM Break: 1 Hour Paid Meal Break Included Position Type: Full-Time Gender: Male &amp; Female Candidates WelcomeAbout the RoleWe are seeking confident, ambitious, and energetic individuals to join our growing team as UK Energy &amp; Card Machine Sales Representatives (TSR). Whether you are an experienced sales professional or a fresher looking to start a rewarding career, we provide the training, support, and opportunities needed to succeed.Key Responsibilities<ul><li>Contact UK-based customers through outbound calls.</li><li>Promote and explain UK Energy and Card Machine solutions.</li><li>Build customer interest and generate sales opportunities.</li><li>Maintain professional communication with prospects.</li><li>Update customer information accurately in company systems.</li><li>Achieve individual and team performance targets.</li></ul>Requirements<ul><li>Fluent English communication skills.</li><li>Confident speaking and listening abilities.</li><li>Positive attitude and willingness to learn.</li><li>Basic computer knowledge.</li><li>Freshers are encouraged to apply.</li><li>Previous sales or call center experience is a plus but not required.</li></ul>What We Offer<ul><li>Competitive Basic Salary</li><li>Uncapped Commission Structure</li><li>Weekly Performance Bonuses</li><li>Weekly Team Parties &amp; Entertainment</li><li>Continuous Learning &amp; Development Programs</li><li>Professional Sales Training</li><li>Performance-Based Promotions</li><li>Leadership Development Opportunities</li><li>Supportive Team Environment</li><li>Long-Term Career Growth</li><li>Employee Recognition Programs</li></ul>Career Growth PathTSR &rarr; Senior TSR &rarr; Team Leader &rarr; Floor Manager &rarr; Operations ManagementIf you are serious about building a successful career, improving your communication skills, and working in a positive environment that rewards hard work and dedication, we encourage you to apply today.Join us and grow with a company that invests in your success.Pay: From Rs25,000.00 per monthWork Location: In person

TSR Required for Uk Based Call Centre

Calanex Communication

Now Hiring: Call Centre AgentsWe&rsquo;re looking for enthusiastic Call Centre Agents to join our growing team!Location: [2nd Floor, College Rd, opposite Allied bank Mandian , Abbottabad] Job Type: Full-time Shift: [7:00pm &ndash; 4:00am Night shift]Requirements:<ul><li>Must speak fluent English</li><li>Strong communication &amp; customer service skills</li><li>Comfortable handling calls with USA-based customers</li></ul>Experience is not required&mdash;we provide full training, but prior call centre experience is a bonus.What We Offer:<ul><li>Basic salary + commission based 20,000</li><li>Salary increases based on your consistent performance and achievements</li><li>Professional &amp; friendly work environment</li><li>Growth opportunities</li></ul>To Apply: Send your CV via WhatsApp to +92 324 5326770Job Types: Full-time, Contract, Fresher Contract length: 12 monthsPay: Rs20,000.00 - Rs45,000.00 per monthWork Location: In person

Call Centre Agents

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