contact centre supervisor

Ayadi Home Health Care L...

Attend to all incoming telephone calls promptly, efficiently and in a professional mannerSchedule appointments according to set procedures and policiesDocument all interactions and activities relevant to the call and uses appropriate Wrap-up codeConduct all outbound calls in an efficient, effective and professional mannerTransfer calls correctly to the appropriate staff and/or extensions as needed and requiredInform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available servicesDocument all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre

Contact Centre Agent

AWASR

<div>
 Job description:
 
 
 POSITION INFORMATION Division: Commercial
 
 
 Department: Customer Excellence
 
 
 Role Designation: Supervisor Contact Center
 
 
 Dimension:
 
 
 Voice &amp; Messaging Team Leaders (Inbound, Outbound, B2C, B2B, VIP &amp; Priority Customers)
 
 
 Reports To: Senior Manager Customer Excellence
 
 
 Internal Interfaces:
 
 QA &amp; Training, Workforce Planning, IT/Telephony, Product, Billing
 
 
 ROLE PURPOSE:
 
 
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact centre, ensuring exceptional customer experience, efficient queue and resource management, and continuous service improvement. This role oversees workforce management, call handling teams, system utilisation, SLA adherence, and channel performance across campaigns and service areas.KEY ACCOUNTABILITIES AND
 
 
 RESPONSIBILITIES:
 
 
 Operational Accountabilities&bull; Manage daily operational effectiveness of inbound and outbound voice and messaging teams.
 
 * Ensure all-round compliance with service levels, SOP adherence, and customer interaction handling metrics.
 
 * Deploy dynamic resourcing to meet fluctuating call volumes and campaign needs.
 
 * Act as senior escalation point for priority or sensitive voice contacts.
 
 * Analyze call trends, agent performance, and root causes of repeat calls to drive continuous improvement.
 
 * Operationalize QA, training, and script improvements based on call listening and analytics for improved customer experience.
 
 * Optimize IVR routing, contact containment, and call-backs to improve customer journeys.
 
 * SLA Achievement
 
 * Abandonment Rate
 
 * Average Wait Time
 
 * First Contact Resolution
 
 * Voice CSAT
 
 * Containment/Deflection via IVR or Callback
 
 * Employee Satisfaction
 
 * Periodically report performance to management, weekly, monthly, quarterly, etc.
 
 * Analyze contact center performance and report improvements periodically.
 
 * Maintain regulatory compliance in verbal interactions and disclosures while making it easy for customers to do business with us.
 
 * Voice leadership experience with operational and analytical depth
 
 * Calm under pressure and decisive in real-time call management
 
 * Skilled communicator and call quality advocate
 
 * Practical knowledge of call routing, ACD, and performance dashboards
 
 
 
 ROLE REQUIREMENTS:
 
 
 Educational QualificationsBachelor's degree in Business, Communications, or equivalent professional experience.
 
 Professional Qualifications &amp; Experience3 to 5 years in contact centre management, voice operations emphasis Sector of Previous Experience Telecommunications, etc.
 
 
 Language Requirements for Role:
 
 
 English mandatory, Arabic mandatory ( both verbal and written).
 
 
 Key Skills, Requirements and Knowledge * Voice leadership experience with operational and analytical depth:
 
 
 * Calm under pressure and decisive in real-time call management
 
 * Skilled communicator and call quality advocate
 
 * Practical knowledge of call routing, ACD, and performance dashboards
 
 * Good skills in Microsoft Excel and PPT
 
 
 Profile description:
 
 
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact cent
</div>

Supervisor Contact Center

Etihad

<div>
 Synopsis
 
 
 
 
 Provide leadership and subject matter expertise within the Premium Contact Centre, ensuring the highest service delivery standards to Etihad&rsquo;s Premium customers. Support in daily operations, quality monitoring, and training of Premium Guest Relations Agents to uphold Etihad&rsquo;s premium brand promise and customer satisfaction goals.
 
 
 Accountabilities
 
 
 
 
 <ul>
 <li>
 Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
 </li>
 <li>
 Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad&rsquo;s premium standards.
 </li>
 <li>
 Oversee queue performance and assist in managing service levels, call handling times, and adherence.
 </li>
 <li>
 Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
 </li>
 <li>
 Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
 </li>
 <li>
 Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.
 </li>
 <li>
 Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.
 </li>
 <li>
 Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.
 </li>
 <li>
 Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.
 </li>
 <li>
 Stand in for the Supervisor when required to maintain operational continuity.
 
 
 </li>
 </ul>
 Education &amp; Experience
 
 
 
 
 <ul>
 <li>
 Minimum High School certification or anything above
 </li>
 <li>
 Previous contact centre work experience required.
 
 
 </li>
 </ul>
 
 About Etihad Airways
 
 
 
 Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world&rsquo;s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad&rsquo;s codeshare partners, Etihad&rsquo;s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad&rsquo;s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
 
 
 To learn more, visit etihad.com
 
 
 
 Recruitment Fraud Alert
 
 
 
 Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
</div>

Premium Guest Relations Team Lead

ECCO Gulf Majorel Qatar

<div>Job Summary
<h3 class="jobSectionHeader">Position Summary</h3>

The Operations Team Leader is responsible for supervising a team of contact-centre agents in delivering efficient, high-quality citizen services through the contact centre. The role ensures that service-level agreements (SLAs) are met, agents are coached and developed, and operations run smoothly in line with the Ministry&rsquo;s service objectives. The Team Leader acts as a front-line operational leader bridging between agents, supervisors, workforce planning and quality assurance functions.
<h3 class="jobSectionHeader">
Key Responsibilities</h3>
<ul>
<li>Lead, supervise and motivate a team of contact centre agents (inbound/outbound/emails/chat as applicable) to meet daily/weekly/monthly service and productivity targets.
</li>
<li>Monitor key operational metrics (e.g., call volumes, average handle time (AHT), abandon rate, first-contact resolution (FCR), service level, occupancy) and guide the team to perform accordingly.
</li>
<li>Provide coaching, mentoring, feedback and performance discussions with team members; support their development and maintain high morale.
</li>
<li>Monitor real-time performance: queue status, staffing levels, unexpected spikes, escalations; assist agents with tricky or escalated calls when required.
</li>
<li>Assist with workforce planning/roster adherence: ensure shift coverage, manage absenteeism, breaks, agent scheduling issues in coordination with workforce/roster team.
</li>
<li>Ensure adherence to standard operating procedures (SOPs), contact centre policies, quality standards, regulatory requirements (especially as this is a public sector environment).
</li>
<li>Work closely with quality assurance, training and IT/system support to ensure agents have the right tools, system access, knowledge, and process updates.
</li>
<li>Prepare and present daily/weekly operational reports to the Contact Centre Manager: highlight performance trends, issues, improvement areas and action plans.
</li>
<li>Identify process improvement opportunities to enhance service delivery, efficiency, and customer experience; escalate ideas and support implementation.
</li>
<li>Manage and respond to escalations (internal or external) appropriately: coach agents, ensure resolution, track root causes, maintain records.
</li>
<li>Foster a positive team culture: encourage collaboration, continuous learning, responsiveness to feedback, and alignment with the Ministry&rsquo;s citizen-service ethos.
</li>
<li>Contribute to capacity building: onboarding new agents, running team briefings, facilitating training refreshers, and supporting change initiatives (e.g., introduction of new channels/automation).
</li>
<li>Ensure the security and confidentiality of citizen data, and compliance with relevant data protection/regulatory frameworks.
</li>
</ul>Minimum Requirements:
<ul>
<li>Bachelor&rsquo;s degree in Business Administration, Management, Communications or related field.
</li>
<li>Minimum 3-5 years experience in a contact centre or customer service environment, with at least 1-2 years in a supervisory/team-lead role.
</li>
<li>Experience working with contact centre metrics, dashboards and reporting.</li></ul></div>

Operations Team Leader – Contact Centre

The Emirates Group

Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.
Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.
Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.
Liaise with R&amp;CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.
Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.
Foster and develop relationships with colleagues across R&amp;CC and other EK departments such as EKAS, Skywards, CASA, RO and L&amp;T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.
Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.
Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.
Create and share reports which demonstrate training and quality progress against defined goals to R&amp;CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.

Contact Centre Training & Quality Specialist

<div><h5 class="jobSectionHeader">Job Purpose
</h5>At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!
As Contact Centre Training &amp; Quality Specialist , you need to effectively manage and lead the Contact Centre Training and Quality team to design, develop, implement and evaluate appropriate quality, learning and development solutions to deliver an end-to-end exceptional customer and employee experience. Ensure the training and quality strategy is implemented and in line with overall Retail and Contact Centre (R&amp;CC) strategic goals.
In this role, you will:
<ul><li>Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.
</li><li>Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.
</li><li>Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.
</li><li>Liaise with R&amp;CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.
</li><li>Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.
</li><li>Foster and develop relationships with colleagues across R&amp;CC and other EK departments such as EKAS, Skywards, CASA, RO and L&amp;T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.
</li><li>Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.
</li><li>Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.
</li><li>Create and share reports which demonstrate training and quality progress against defined goals to R&amp;CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.
</li></ul><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements:
<ul><li>Bachelor&rsquo;s degree (12+3 or equivalent) with over 5 years of experience in customer service and call centre operations.
 
</li><li>Experience in Leadership and training role, preferably in a reservations and contact centre environment
</li><li>Coaching and people development.
</li><li>Training content creation and delivery
</li><li>Reservations and ticketing.
</li><li>Working knowledge of contact centre procedures and methodology.
</li><li>Strong analytical ability and diagnostic and problem-solving skills.
</li><li>Ability to communicate, negotiate and influence effectively.
</li><li>Training delivery and coaching skills.
</li><li>Presentation skills.
</li></ul>Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.
<h5 class="jobSectionHeader">Salary &amp; benefits
</h5>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers .</div>

Guidant Global

Location Ipswich, fully onsite 3 months contract Description: The RoleWorking in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.Performance Objectives:Excellence Forward on escalated calls in the correct manner Maintain and develop knowledge of pension schemesPeople Provide support to the administration team Support team members during busy periods Work as part of an effective teamClients Answer the phones and respond to members queries to set service standards Provide an efficient, professional service to meet all client/members' needs and to promote the Willis Towers Watson brand Communicate with members via email Make outbound calls when requiredFinancial Hit individual (KPI of 50 calls per day) and team targets Ensure timely completion of timesheetsWillis Towers Watson's Technology and Administration Solutions (TAS) is a global line of business whose revenue is primarily driven from providing outsourced pension administration services to occupational pension funds. Our three largest markets are Germany, UK and US. We have worked with some of the world's leading organizations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe.Minimum Criteria & Skills (including education & licenses)Essential Able to work to a high level of accuracy Able to work well under pressure and meet targets Interpersonal skills to include good written and verbal communication Computer literate Excellent customer service skills and a positive, customer focused attitudeAdvantageous Experience in either DB or DC pensions administration would be an advantage Experience working within a contact centre would be an advantage

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

10000 contact centre supervisor jobs NEAR_ME

Contact Centre Agent

Supervisor Contact Center

Premium Guest Relations Team Lead

Operations Team Leader – Contact Centre

Contact Centre Training & Quality Specialist

Contact Centre Training & Quality Specialist

Contact Centre Agent