contact centre supervisor

Emirates

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 Direct, monitor and control shift and daily operational productivity in order to maintain contact centre revenue targets and service and quality levels. Be first point of contact for agents and management for the shift and work closely with the contact centre team to ensure all targets are met and exceeded.
 <br/>
 <br/>
 <strong>
  Job Outline
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Proactively address shift and daily operational productivity to maintain agreed service levels.
  </li>
  <li>
   Provide point of contact, on shift support to agents and supervisors by offering sales advice, managing customer escalations and answering agent queries.
  </li>
  <li>
   Manage and troubleshoot immediate operational issues in order to maintain contact centre service and quality levels and to ensure impact on customer service is kept to a minimum.
  </li>
  <li>
   Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available.
  </li>
  <li>
   Ensure sufficient staffing levels are in place, that rosters are planned and prepared to cover the office operation bearing in mind the language requirements and peak periods. (Not required if Resource Planning Officer role present in contact centre
  </li>
  <li>
   Ensure that the highest standard of customer service is provided so as to develop/increase sales by assisting agents with product and process queries.
  </li>
  <li>
   Identify, initiate and develop procedures that will increase service standards and ensure that the contact centre stays ahead of changing needs, satisfies customer expectations and keeps pace with overall expansion, growth and development of Emirates Group.
  </li>
  <li>
   Promote and implement initiatives such as destination days, product and process quizzes and cross contact centre knowledge sharing to motivate and stimulate agent knowledge and attitude
  </li>
  <li>
   Provide feedback to line and co-management regarding training needs, product issues, call patterns and employee satisfaction.
  </li>
  <li>
   Deputise for Contact Centre Operations Manager/Contact Centre Manager in their absence.
   <br/>
   <br/>
  </li>
 </ul>
 Qualification
 <br/>
 <br/>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 Minimum 3 years airline sales and contact centre experience.
 <br/>
 <br/>
 People management, coaching and people development.
 <br/>
 <br/>
 <strong>
  Knowledge/skills
  <br/>
  <br/>
 </strong>
 Working knowledge of contact centre and airline industry procedures and methodology.
 <br/>
 <br/>
 Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems and Emirates products and services.
 <br/>
 <br/>
 Excellent interpersonal, telephone and customer service skills.
 <br/>
 <br/>
 Ability to work in a busy sales team environment.
 <br/>
 <br/>
 Selection skills training.
 <br/>
 <br/>
 PC based skills to operate Windows package such as Microsoft Word/Excel/E-mail.
 <br/>
 <br/>
 Salary &amp; benefits
 <br/>
 <br/>
 Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.
 <br/>
 <br/>
 You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it's like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.
</div>


SkyCargo Courier Express - Contact Center Operations Officer

AGMC

<div>
 <p>
  As part of our continued growth, we are expanding our
  <strong>
   CRM &amp; Contact Centre Department
  </strong>
  to strengthen customer engagement and service excellence. We are building a dynamic team dedicated to delivering exceptional customer experiences, improving service quality, and driving customer satisfaction across all communication channels.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are inviting applications for the following roles within our expanding CRM function:
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   CRM Supervisor - About the Role
  </strong>
 </p>
 <ul>
  <li>
   We are looking for a
   <strong>
    CRM Supervisor
   </strong>
   to lead and inspire our call centre team. You will oversee daily CRM and contact centre operations, ensuring service quality, efficiency, and strong team collaboration. This role is ideal for someone who can balance leadership, performance coaching, and analytical oversight to deliver outstanding customer satisfaction in line with company standards.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Quality Assurance Analyst - About the Role
  </strong>
 </p>
 <ul>
  <li>
   As a
   <strong>
    Quality Assurance Analyst
   </strong>
   , you will champion service excellence by monitoring and evaluating customer interactions across all CRM and contact centre channels. Your insights will drive performance improvements, process enhancements, and training initiatives that help maintain the highest standards of quality and customer satisfaction.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   CRM Executive - About the Role
  </strong>
 </p>
 <ul>
  <li>
   Join our growing CRM team and play a key role in delivering an exceptional customer experience. As a
   <strong>
    CRM Executive
   </strong>
   , you will manage customer interactions, handle inquiries and service bookings, and ensure data accuracy within the CRM system. Your focus will be on improving customer satisfaction, loyalty, and retention through professional communication and proactive service support.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <em>
    Please note that only shortlisted candidates will be contacted. Thank you for your interest in joining AGMC
   </em>
  </strong>
 </p>
</div>


CRM Talent Pool

The Emirates Group

<b>Job Purpose </b><p>Direct, monitor and control shift and daily operational productivity in order to maintain contact centre revenue targets and service and quality levels. Be first point of contact for agents and management for the shift and work closely with the contact centre team to ensure all targets are met and exceeded.</p> <p> </p> <p> <strong> <span>Job Outline:</span></strong>  </p> <ul> <li>Proactively address shift and daily operational productivity to maintain agreed service levels.</li> <li>Provide point of contact, on shift support to agents and supervisors by offering sales advice, managing customer escalations and answering agent queries.</li> <li>Manage and troubleshoot immediate operational issues in order to maintain contact centre service and quality levels and to ensure impact on customer service is kept to a minimum.</li> <li>Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available.</li> <li>Ensure sufficient staffing levels are in place, that rosters are planned and prepared to cover the office operation bearing in mind the language requirements and peak periods. (Not required if Resource Planning Officer role present in contact centre</li> <li>Ensure that the highest standard of customer service is provided so as to develop/increase sales by assisting agents with product and process queries.</li> <li>Identify, initiate and develop procedures that will increase service standards and ensure that the contact centre stays ahead of changing needs, satisfies customer expectations and keeps pace with overall expansion, growth and development of Emirates Group.</li> <li>Promote and implement initiatives such as destination days, product and process quizzes and cross contact centre knowledge sharing to motivate and stimulate agent knowledge and attitude</li> <li>Provide feedback to line and co-management regarding training needs, product issues, call patterns and employee satisfaction.</li> <li>Deputise for Contact Centre Operations Manager/Contact Centre Manager in their absence.</li> </ul> Qualification <p> <strong>Experience</strong> </p> <p>Minimum 3 years airline sales and contact centre experience.</p> <p>People management, coaching and people development.</p> <p> <br> </p> <p> <strong>Knowledge/skills</strong> </p> <p>Working knowledge of contact centre and airline industry procedures and methodology.</p> <p>Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems and Emirates products and services.</p> <p>Excellent interpersonal, telephone and customer service skills.</p> <p>Ability to work in a busy sales team environment.</p> <p>Selection skills training.</p> <p>PC based skills to operate Windows package such as Microsoft Word/Excel/E-mail.</p>

Contact Centre Operations Officer

Qatar Airways

<div><div><div><div><div><div><div><div>Job title
</div><div>Lead Real Time Agent - Contact Centre Doha
</div></div><div><div>Ref #
</div><div>227547
</div></div><div><div>Location
</div><div>Qatar - Doha
</div></div><div><div>Job family
</div><div>Customer Service
</div></div><div><div><ul><li>Closing date: 28-Oct-2025</li></ul><br>
</div></div></div></div></div><div><div><div><div><div><p><b>About the role:</b></p><p>
We are recruiting for a Lead Real-Time Agent to be based in our Contact Centre Doha.</p><p>
The successful applicant will ensure proper and effective utilization of manpower resources to maximize efficiency and achieve predefined KPI&rsquo;s. You will coordinate with all departments to maintain Service Level and ensure targets are achieved. You possess strong responsibility to optimize cross-skilling for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating market and service affecting influence. You will deliver outstanding service to all interfacing department, representing business needs and helping stakeholders achieve strategic goals aligned to Customer Centre Needs.</p><p><b>
Your specific responsibilities includes:</b></p><ul><li>
Real time steering and skilling of Customer Services Agents (CSA) driven by the real time trends to meet defined performance targets daily (Service levels, abandoned percentage, average handling time, Occupancy, Average speed of answer and queue accessibility) and achieve performance consistency based on business requirements.</li><li>
Real-time resource for voice and non-voice tasks for efficient resource optimization and blending.</li><li>
Manage non-voice queue maintaining productive and service level goals.</li><li>
Identify intraday trends as they develop and recommend the impact on resources and KPI&rsquo;s to the business units.</li><li>
Balance service delivery along with site occupancy.</li><li>
Acts as an interface between site internal departments as well as to other QR CCC locations and HO.</li><li>
Break optimization and re-scheduling of daily exceptions to meet scheduling requirements.</li><li>
Covert information provided by management team about internal and external service impacting activities to utilize real-time resource adjustments.</li><li>
Report and highlight abirritation against any KPIs on real time, through reporting and escalation matrix.</li><li>
Tracking daily attendance for the center along with reporting late logins.</li><li>
Maintain real time management information dashboards.</li><li>
Real time and Ad hoc report showcasing real time performance, shrinkage and trends.</li><li>
Regularly analyze data and provide insight to scheduling and planning team to optimize performance and productivity.</li><li>
Coordinate with IT related to any contact centre application or call related incident.</li><li>
Monitor overall officer adherence to work schedule to improve availability to customers and alert supervisors of scheduled non-adherence in real-time.</li><li>
Handle agents daily break schedule, schedule swaps and during low-call volume work with supervisor to request agents to leave early or allocate resources to alternative tasks.</li><li>
ID creation, skill reconciliation, maintenance of skill matrix.</li><li>
Act as a local operational representative for TEC (Telephonic Emergency Centre).</li><li>
Perform other department duties related to hir/her position as directed by the Head of the department.</li></ul><p></p><p><b><br>
Be part of an extraordinary story:</b></p><p></p><p><br>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.</p><p>
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.</p><p>
Together, everything is possible</p>
</div></div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualifications
</b></h3></div></div><div><div><div><div><p><b>About you:</b></p><p>
The successful candidate will have:</p><br>
<ul><li>
Relevant High school qualification with minimum 3 years of job-related experience or bachelor's degree with minimum 2 year of job-related experience.</li><li>
Knowledge in Customer Contact Centre Operations Management.</li><li>
Strong MS-Office and reporting experience.</li><li>
Ability to analyze the performance data and statistics</li><li>
Willing to work in shift</li><li>
Multi-task in an often-pressurized environment.</li><li>
Ability to influence leadership, work with people and drive toward common solutions and issue resolutions.</li><li>
Strong communication skills (good written and spoken English)</li></ul><p></p><p><b><br>
About Qatar Airways Group:</b></p><p></p><p><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.</p><p>
So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.</p><p></p><p><b><br>
How to apply</b></p><p></p><p><br>
If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.</p><br>
</div></div><div></div><div><div><br>
<div><b>About Qatar Airways Group
</b></div><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
<br>
So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.<br>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=227547</div></div></div></div></div></div></div></div>

Lead Real Time Agent - Contact Centre Doha

DotLynx

<p>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.</p><p><b>Key Responsibilities:</b></p><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><p><b>Qualifications and Skills:</b></p><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><p>Qualified applicants may send their resumes to: <b>apply@dotlynx.ca</b></p><p>Job Type: Full-time</p>

Call Center Supervisor

DotLynx Recruitment

<p>Hiring- Call Center Manager</p><p>Location - Qatar</p><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><p>Qualifications and Skills:</p><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><p>Job Type: Full-time</p><p>Pay: QAR8,000.00 - QAR12,000.00 per month</p>

Al-Futtaim

<div><p><b>Job Requisition ID: </b>165826</p>
<p>Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A&rdquo;rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group&rsquo;s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.</p>
<p>By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.</p><div><br>
<b>
Overview Of The Role:</b></div>
<div>
The Resolution Group Leader ensures a seamless customer journey by offering an inspiring and rewarding customer experience for non-face-to-face contacts, focusing on fast and easy support to build trust in the IKEA Brand. The role gathers and leverages customer insights for continual improvement and supports strategic business planning activities within the organization. The leader oversees operational performance, drives budget adherence, and fosters a customer-centric culture through effective people management and adherence to health and safety protocols.</div><div><br>
<b>
What You Will Do:</b></div>
<div>
Performance Management</div>
<ul>
<li>Support and inspire a customer-focused culture in all non-face-to-face contacts to ensure a positive and seamless customer experience.</li>
<li>Challenge the IKEA organization based on customer support center experience to improve ways of working and identify new business opportunities.</li>
<li>Ensure prerequisites are in place to provide fast and easy resolution for customers when amendments are needed or if issues occur.</li>
<li>Secure and monitor department operations to meet global and national standards and policies.</li>
<li>Provide necessary insights and KPIs to business stakeholders to improve overall customer experience.</li></ul><br>
<div></div>
<div>
Cost Control</div>
<ul>
<li>Participate in yearly budgeting exercises and control costs related to the Resolution &amp; After Sales operation.</li>
<li>Provide information to the regional Home Delivery manager and other functions to ensure actions for continuous improvement based on customer feedback.</li></ul><br>
<div></div>
<div>
People Management</div>
<ul>
<li>Develop a succession plan to secure the future of the support center in line with competencies and IDP.</li>
<li>Train and develop Resolution Representatives &amp; After Sales coworkers.</li>
<li>Plan resources to achieve agreed KPIs and ensure customer satisfaction parameters are met.</li>
<li>Agree and follow up on yearly objectives for team based on business plans.</li></ul><br>
<div></div>
<div>
Health and Safety</div>
<ul>
<li>Secure ethical operations in compliance with internal procedures and H&amp;S routines.</li>
<li>Conduct regular checks to ensure coworkers are following safe procedures.</li>
<li>Ensure contingency plans are set and easy to implement when necessary.</li></ul><br>
<div></div>
<div>
Business Planning</div>
<ul>
<li>Conduct regular follow-ups to ensure business plan goals remain on track.</li>
<li>Support feedback and complaint management via PulseCX module.</li>
<li>Manage customer requests, complaints, questions, and compliments.</li></ul><br>
<div><br>
<b>Required Skills To Be Successful:</b></div>
<ul>
<li>Excellent communication skills and customer-centric orientation.</li>
<li>Strategic planning and thinking with effective analytical skills.</li>
<li>Proficiency in Microsoft Office and CRM platforms.</li>
<li>Leadership skills with strong people and time management capabilities.</li></ul><br>
<div><br>
<b>What Qualifies You For The Role:</b></div>
<ul>
<li>University Degree or equivalent within Retail or Hospitality.</li>
<li>Experience in working with CRM systems such as CRM 365, Navision, &amp; Genesys.</li>
<li>Bilingual proficiency in Arabic and English.</li>
<li>Minimum experience in a retail environment with a strong customer service focus.</li></ul><div><b><br>
</b></div><p>We&rsquo;re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.</p><br>
<p></p>
<p>Before you click &ldquo;apply&rdquo;: Please read the job description carefully to ensure you can confidently demonstrate <b>why</b> this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.</p><br>
<p></p>
<p>As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.</p></div><p></p>

Customer Support Centre Group Leader

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