contact centre supervisor

eClerx

<div><h1 class="jobSectionHeader">Operations Supervisor
</h1>Location: Cairo, Egypt (on-site) Employment type: Full-time
<h2 class="jobSectionHeader">About the role
</h2>We're hiring an Operations Supervisor to lead a team of customer service representatives in our contact-centre operations. You'll be responsible for your team's daily performance, coaching, and delivery against targets &mdash; keeping service quality high while supporting and developing your people.
<h2 class="jobSectionHeader">Responsibilities
</h2><ul><li>Lead, supervise, and motivate a team of customer service representatives.
</li><li>Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).
</li><li>Coach and give regular feedback to help team members improve and grow.
</li><li>Manage shift schedules, attendance, and real-time coverage.
</li><li>Handle escalations and support agents on complex customer issues.
</li><li>Run team huddles and one-on-ones, and conduct performance reviews.
</li><li>Track and report team metrics to management.
</li><li>Ensure the team follows processes, quality standards, and company policies.
</li></ul><h2 class="jobSectionHeader">Requirements
</h2><ul><li>2+ years' experience in a contact-centre / BPO environment, including team-lead or supervisory experience.
</li><li>Strong English communication skills (CEFR B2 or above).
</li><li>Solid people-management and coaching skills.
</li><li>Good understanding of contact-centre KPIs and performance management.
</li><li>Comfortable working on-site in rotational shifts.
</li><li>Strong organisation, problem-solving, and reporting skills.
</li><li>Bachelor's degree preferred.
</li></ul><h2 class="jobSectionHeader">What we offer
</h2><ul><li>A leadership role with real impact on team performance and growth.
</li><li>Competitive salary plus performance incentives.
</li><li>Career-development and progression opportunities.
</li><li>A supportive, fast-paced work environment.
</li><li>(Add transportation, medical insurance, or other benefits as applicable.)</li></ul></div>

Associate Process Manager

Arabian Automobile Association

Job description<ul><li>Should be punctual</li><li>Demonstrate a &ldquo;can do&rdquo; attitude at all times.</li><li>Handle customers with utmost care and offer them adequate support.</li><li>Ensuring a smooth conversation with any customer and providing necessary service.</li><li>Adhering and following up strictly on Call Centre ethics and scripts provided.</li><li>Liaising with managers, supervisors, operatives and third parties to gather information and resolve issues.</li><li>Follow up on SLA for services provided.</li><li>Handling customer complaints or enquiries.</li><li>Reports to be maintained and submitted on timely basis as per the requirement.</li><li>Additional works allotted to be completed on required time.</li><li>Agent to attend to inbound calls and process service request from the customers.</li><li>Ensure that entries are done correctly and accurately.</li><li>Communicate to Dispatch/Dispatch support for any update on the service.</li><li>Follow up on services initiated (15th minute and 30th minute)</li><li>Driver Assigned and have contacted the customer or have reached the location</li><li>If no Driver assigned- inform customer of the delay and assure that we are arranging the Driver.</li><li>Ensure that SLA is achieved for each service.</li><li>SLA strictly needs to be followed from time that the service was pushed by AFL Team.</li><li>Assign a Driver and update the details within 5-10 minutes the service was Initiated. (Dispatch/Dispatch Support)</li><li>Follow up with the Driver on 15th minute mark if he contacted the customer and got the exact location.</li><li>Follow up again in the 30th minute if the Driver Reached the customer or pick up location.</li></ul>Pay: AED3,000.00 per monthWork Location: In person

Contact Centre Agent

City of Albuquerque

<div>
 
 Position Summary
 
 
 
 
 Function in a lead capacity and serve as a shift leader for Citizen Contact Agents; monitor teams and agents; apply performance evaluation, quality monitoring and disciplinary measures as needed; apply call center best practices to maintain high level team and agent performance and respond to non-emergency call center requests in an agent capacity as needed.
 
 
 
 
 The position works independently approximately 75% of the time hybrid, with 25% in the office; and may fluctuate to fit the needs of the department. High-speed internet connectivity, required.
 
 
 
 
 This is an unclassified at-will position.
 
 
 
 Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.
 
 
 
 Essential And Supplemental Functions
 
 
 
 
 ESSENTIAL FUNCTIONS:
 
 Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.
 
 
 <ul>
 <li>
 Supervise the activities of the Citizen Contact Center and offer technical assistance to ensure an effective operation and adequate staffing levels.
 </li>
 <li>
 Plan, organize and schedule resources to meet production requirements.
 </li>
 <li>
 Prepare daily operation reports indicating any malfunctions of equipment and those programs that are carried to another shift.
 </li>
 <li>
 Handle difficult calls from the public to ensure the most effective procedures are implemented.
 </li>
 <li>
 Monitor the productivity and performance of the Citizen Contact Center.
 </li>
 <li>
 Assist with developing and updating manuals (i.e. policies/procedures and training).
 </li>
 <li>
 Act as liaison to Mayor's Office and departmentally designated personnel.
 </li>
 <li>
 Provide on the job training for all Citizen Contact Agents on computer and systems operations, work processes and procedures, structure of City organization and geographic span of operations.
 </li>
 <li>
 Conduct performance and quality monitoring and auditing; produce performance and quality metric analyses and reports; create/execute plans for performance and quality improvement.
 </li>
 <li>
 Correctly apply knowledge of the structure and content of the English language including the meaning and spelling or words and rules of composition and grammar.
 </li>
 <li>
 Maintain system database such as Frequently Asked Questions, telephone lists and personnel contact lists; organize periodic data for special projects and/or quality control.
 </li>
 <li>
 Respond to program error messages by finding and correcting problems or terminating programs; monitor the system equipment failures or errors in performance; contact system and telephone support personnel when necessary.
 </li>
 <li>
 May be required to be "on call" during emergency situations.
 
 
 </li>
 </ul>
 
 SUPPLEMENTAL FUNCTIONS:
 
 
 
 <ul>
 <li>
 Gather information for a variety of reports.
 </li>
 <li>
 Perform routine maintenance on communications equipment; maintain communications and departmental issued equipment and manuals.
 </li>
 <li>
 Perform related duties and responsibilities as assigned.
 
 
 </li>
 </ul>
 
 Minimum Education, Experience And Additional Requirements
 
 
 
 
 Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.
 
 
 
 Bachelor's degree from an accredited college or university in public administration, or business administration;
 
 and
 
 
 
 Four (4) years of telecommunications experience in a high volume call center or contact center;
 
 and
 
 
 
 
 To include
 
 two (2) years of supervisory experience.
 
 
 
 Additional Requirements
 
 
 
 Possession of a valid New Mexico Driver's License, or ability to obtain by date of hire.
 
 
 Possession of a City Operator's Permit (COP) within 6 months from date of hire.
 
 
 
 Working Conditions
 
 
 
 
 Environmental
 
 
 
 Office environment; exposure to computer screens.
 
 
 
 Physical
 
 
 
 Essential and supplemental functions may require sitting or standing for prolonged periods of time.
</div>

Citizen Contact Supervisor UCS

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

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

Sukoon Insurance

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

Manager, Call Center

Centre for Conscious Awareness - Canada

We are looking for a Youth Marketing and Event Co-ordinator to join our team and help grow the charity and its work.Note: This is a good opportunity for youth, university, college students or recent grads to learn and grow.As our Youth Marketing and Event Co-ordinator, you&rsquo;ll be taking on a range of essential tasks related to the marketing of seniors and youth events and marketing organization in general.You will:Marketing<ul><li>Develop a marketing plan based on our budget</li><li>Execute marketing plan to recruit number of target audience</li><li>Make phone calls to organizations to request to share upcoming events</li><li>Make phone calls to invite individuals to events from master contact list</li><li>Act as a host for events (if/where needed)</li><li>Recruit politicians to attend events</li><li>Assist with or take lead in creating content for social media platforms (Facebook, Twitter, Instagram, Linkedin and YouTube) - Images, Reels, Videos of various formats</li></ul>Event Co-ordination<ul><li>Lead or assist in co-ordination of youth and seniors events</li><li>Recruit and co-ordinate keynote speakers where needed</li><li>Co-ordinate all aspects of event, including speakers and volunteers</li><li>Act as a host for events (if/where needed)</li><li>Day of event in-person presence to implement event</li></ul>Successful Candidate will be:<ul><li>Self-Starter</li><li>Mature and Responsible</li><li>Flexible</li><li>Organized</li><li>Detail-oriented</li><li>Client-focused</li></ul>This is a contract position for part-time hours. This is a contractor role so there will be no deduction of taxes, cpp and ei.Duration of employment<ul><li>6 months to start with 3 months probation</li><li>July 13, 2026 to January 15, 2027 (To be confirmed)</li></ul>Hours<ul><li>3.5 hours per day, 5 days a week. 17.5 hours a week. 70 hours a month.</li></ul>Compensation<ul><li>$18.00 per hour</li></ul>Work Environment<ul><li>Work from home - Primarily</li><li>In-person is required for events and some meetings</li><li>Mainly work during normal business hours (M to F 9am to 5pm). Weekends and evenings may be required for event planning and implementation. To be negotiated.</li></ul>Experience<ul><li>1 to 3 years marketing events</li><li>1 to 3 years co-ordinating events</li></ul>Preferred Qualifications<ul><li>Passion and enthusiasm for community work</li><li>Willing to above and beyond for charity work</li><li>Diploma in marketing or related field</li><li>Intermediate computer skills, including MS Office (especially Excel, Word, and PowerPoint)</li><li>Experience with creating content for social media (Facebook, Twitter, Instagram, Linkedin and YouTube)</li><li>Computer skills, including using webinar technology, Email, MS Office (especially Excel, Word, and PowerPoint)</li><li>Strong Communication and Interpersonal Skills</li></ul>If you are interested, please email us a cover letter and resume, clearly outlining how you meet the experience criteria and preferred qualifications.Thank you for your interest, but only suitable candidates will be contacted and selected for an interview.About UsWe are a Canadian registered charity that focuses on teaching stress management and meditation to the public. We service primarily seniors. We have a strong focus on community service in our meditation teaching activities and have taught at the Bernard Betel Centre (Seniors&rsquo; Centre), North York Women's Shelter, 416 Community Support for Women, Ryerson University - Internationally Trained Medical Doctors (ITMD) Bridging Program, Nexus Youth in Mississauga (Youth Drop-in Counselling Centre), Ryerson University MBA program and the Canadian National Institute for the Blind - to list a few.www.canadacca.ca Centre for Conscious Awareness - Canada Registered Charity Number 80438 7496 RR0001Job Type: Part-timePay: $18.00 per hourWork Location: Remote

Youth Marketing and Event Co-ordinator

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