contact centre supervisor

Qatar Airways

<div><div><div><div><div><div><div><div>Job title
</div><div>Operations Coordinator - Contact Centre Doha
</div></div><div><div>Ref #
</div><div>230978
</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: 23-Feb-2026</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 Operations Coordinator for Contact Centre to be based in Doha, Qatar.</p><p>
The successful applicant will be responsible for ensuring effective workforce management and managing specific Contact Centre applications. The role streamlines operations related process flows whilst gathering and analyzing data to support process enhancements. It is responsible in assessing and forecasting staffing requirements in relations to business requirements.</p><p><b>
Your specific responsibilities include:</b></p><ul><li>
Create agent schedules, manage intra-day performance to ensure achievement of service level.</li><li>
Forecast both short and long term staffing needs against volumes of calls/non-call activities. Review historical trends/planed activities and adjust forecast based on those trends.</li><li>
Monitor performance, agent productivity and schedule adherence and make real-time adjustments in staffing assignments/ call routing for adequate centre coverage and cost containment.</li><li>
Administer Contact Centre applications including functionalities of WFM and Real Time monitoring tools.</li><li>
Generate performance/ productivity reports for monitoring of key contact centre figures based on business requirements. Compile Ad hoc reporting as needed to support Contact Centre goals.</li><li>
Develop and communicate user guidelines/manuals related to handling applications such as WFM or agent desktop applications once processes/procedures are updated.</li><li>
Analyze operational stats, evaluate schedules, identify patterns, trends and opportunities for improvement of existing operational processes and procedures.</li><li>
Update the WFM with exception entries related to agent attendance, shifts preferences, any planned trainings or meetings or breaks so that the official schedule is populated with the most accurate info.</li><li>
Respond to internal inquiries regarding operations, investigate and resolve problems or discrepancies.</li><li>
Highlight resource risks to management and put forward contingency plans for resource staffing in case of system outrage.</li><li>
Collaborate with the customer service management team to ensure understanding and agreement of published scheduled.</li></ul><p><b>
Be part of an extraordinary story</b></p><p>
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>
To be successful in this role, you must have the following qualifications and skills.</p><ul><li>
For High School/ Vocational/ Diploma qualification, minimum of 3 years of job-related experience is required</li><li>
For Bachelor&rsquo;s degree qualification, minimum of 2 years of job-related experience is required.</li><li>
Strong knowledge of forecasting and scheduling using a WFM system.</li><li>
Contact Centre experience.</li><li>
Excellent written and spoken English</li><li>
Analytical &ndash; able to analyse data and draw insights.</li><li>
Preferred Verint WFM tool experience.</li><li>
Excellent computer skills, proficient in MS Word, Excel and ability to learn other applications as required.</li><li>
Strong understanding of performance service delivery for Contact Centre</li><li>
Highly organized and detail oriented</li><li>
Team player and work well with others.</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>
 <b>How to apply</b></p><p>
</p><p>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=230978</div></div></div></div></div></div></div></div>

Operations Coordinator - Contact Centre Doha

Leader Communications Incorporated

<div><div><p><b>Position Summary</b></p></div><div><div><p><br>
The Contact Center Supervisor is responsible for overall project management of complex, multi-task contact center operations supporting high-volume inquiries from the general public across multiple communication channels. The UCC Supervisor ensures service quality, workforce management, operational efficiency, SLA compliance, and continuous service improvement within a structured federal IT environment. UCC Supervisor to oversee public-facing contact center operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).</p><p></p><p><br>
Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.</p></div></div><div><p><b><br>
Duties &amp; Responsibilities</b></p></div><div><div><br>
<ul><li>
Responsible for overall project management of complex, multi-task IT contact center operations.</li><li>
Plan, organize, and manage groups of employees engaged in technical and customer service duties.</li><li>
Provide administrative and technical direction to personnel and work without supervision.</li><li>
Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.</li><li>
Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.</li><li>
Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements.</li><li>
Provide customer representatives with the status and activities of personnel covered under the contract.</li><li>
Respond to administrative or technical requests from Government customer representatives.</li><li>
Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.</li><li>
Oversee Customer Service Representatives (CSRs) handling public inquiries via phone, email, and web-based platforms.</li><li>
Ensure compliance with approved scripts, knowledge articles, and email response templates.</li><li>
Monitor Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Customer Relationship Management (CRM) systems.</li><li>
Manage documentation and case tracking within CRM platforms.</li><li>
Oversee workforce forecasting, call pattern monitoring, and real-time schedule adjustments.</li><li>
Ensure compliance with UCC training program modules and onboarding requirements.</li><li>
Conduct quality assurance reviews and trend analysis to identify operational improvement opportunities.</li><li>
Collaborate with Government stakeholders to enhance automation capabilities, including AI-enabled virtual agent solutions.</li></ul><p></p><p><i><br>
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor</i></p></div></div><div><p><b><br>
Education &amp; Experience Requirements</b></p></div><div><div><br>
<ul><li>
Education (Required); BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent</li><li>
Five (5) years of experience in a high-volume contact center supporting the general public.</li><li>
Clearance Requirement: Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).</li>
One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization<br>
<li>
</li></ul></div></div><br>
<p></p><div><p><b>Skill &amp; Certification Requirements</b></p></div><div><div><br>
<ul><li>
Demonstrated experience managing multi-channel customer support operations including phone, email, and web-based platforms.</li><li>
Experience overseeing workforce management, SLA adherence, and performance reporting within a structured service environment.</li><li>
Contact center operations management</li><li>
Customer Relationship Management (CRM) systems (Salesforce or similar)</li><li>
Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systems</li><li>
SLA tracking and performance reporting</li><li>
Workforce management and call pattern monitoring tools</li><li>
Quality assurance and customer service best practices</li><li>
Public-facing customer service leadership</li><li>
Team supervision and performance management</li><li>
Operational oversight of high-volume environments</li><li>
Workforce forecasting and scheduling optimization</li><li>
Quality assurance and continuous improvement</li><li>
Strong written and verbal communication skills</li><li>
Ability to work independently without supervision</li><li>
Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).</li><li>
Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner.</li><li>
Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.</li><li>
Personnel must possess administrative and project management skills.</li><li>
The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs.</li><li>
Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS</li><li>
LCI is an Equal Opportunity Employer/ Veterans/ Disabled</li></ul><p>
If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at hr@lcibest.com.</p></div></div></div>

Contact Center Supervisor

First Abu Dhabi Bank (FAB)

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 Now it&rsquo;s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We&rsquo;re looking for the brightest and best to help us reach our goals and we&rsquo;ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 <strong>
  JOB PURPOSE:
  <br/>
  <br/>
 </strong>
 Responsible for handling a team of CSR&rsquo;s providing 24/7 customer support to the existing customers/ new prospects, Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR&rsquo;s through customer service and up selling. Strong comprehension skills and solutions focused to Provide intensive coaching to new staff on products &amp; systems at the same time develop existing CSR&rsquo;s, mentor staff, provide coaching and motivational assistance,. Continuously review work processes for improvement and effective supervision is offered
 <br/>
 <br/>
 <strong>
  Key Accountabilities
  <br/>
  <br/>
 </strong>
 <strong>
  Team Supervision (only for Team leaders and supervisors)
  <br/>
  <br/>
 </strong>
 &squf; Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
 <br/>
 <br/>
 &squf; Provide on-the-job training and constructive feedback to assigned team to support their overall development.
 <br/>
 <br/>
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. or
 <br/>
 <br/>
 &squf; Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
 <br/>
 <br/>
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
 <br/>
 <br/>
 <strong>
  Budgeting and Financial Performance
  <br/>
  <br/>
 </strong>
 &squf; Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
 <br/>
 <br/>
 <strong>
  Policies, Systems, Processes &amp; Procedures
  <br/>
  <br/>
 </strong>
 &squf; Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.
 <br/>
 <br/>
 <strong>
  Continuous Improvement
  <br/>
  <br/>
 </strong>
 &squf; Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
 <br/>
 <br/>
 <strong>
  Reporting
  <br/>
  <br/>
 </strong>
 &squf; Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards
 <br/>
 <br/>
 <strong>
  Job Context
  <br/>
  <br/>
 </strong>
 <strong>
  Specific Job Accountability
  <br/>
  <br/>
 </strong>
 &squf; Handle a team of CSR&rsquo;s providing 24/7 customer support to the Bank customers
 <br/>
 <br/>
 &squf; Maintaining service level as per SLA
 <br/>
 <br/>
 &squf; Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis
 <br/>
 <br/>
 &squf; Conduct Quality calls evaluation for the centre
 <br/>
 <br/>
 &squf; Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development
 <br/>
 <br/>
 &squf; Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA
 <br/>
 <br/>
 &squf; Supervise both the morning and evening shifts on rotation shifts
 <br/>
 <br/>
 &squf; Supervise processes and instructions handled by agents on day to day basis
 <br/>
 <br/>
 &squf; Handle difficult complaints or customers during an escalation by an agent
 <br/>
 <br/>
 Ensure operational controls are always maintained, and department complies with internal policies and regulations
 <br/>
 <br/>
 &squf; Supervise the 24 hours, 365 days a year shift operation of the call centre
 <br/>
 <br/>
 &squf; Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis
 <br/>
 <br/>
 &squf; Conduct training programs and link with post evaluation program
 <br/>
 <br/>
 &squf; Encourage team spirit
 <br/>
 <br/>
 &squf; Promote staff motivational programs in form reward and recognition
 <br/>
 <br/>
 &squf; Ensure all agents on their shifts on time
 <br/>
 <br/>
 &squf; Monitor sales performance and lead generation per staff
 <br/>
 <br/>
 &squf; Promote cross selling and sales achievements by target per agent
 <br/>
 <br/>
 &squf; Conduct monthly appraisal for the team members
 <br/>
 <br/>
 &squf; Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service
 <br/>
 <br/>
 &squf; Recommend training needs and additional quality controls relevant to the role
 <br/>
 <br/>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Minimum Qualifications:
  <br/>
  <br/>
 </strong>
 &squf; Bachelor&rsquo;s degree
 <br/>
 <br/>
 <strong>
  Minimum Experience
  <br/>
  <br/>
 </strong>
 &squf; 3 years relevant experience in customer service / Contact Centre
 <br/>
 <br/>
 <strong>
  Knowledge, Skills, And Attributes
  <br/>
  <br/>
 </strong>
 &squf; Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
 <br/>
 <br/>
 &squf; Excellent communication skill in English &amp; Arabic
</div>


Team Leader, Contact Centre - Abu Dhabi

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 Join the UAE&rsquo;s largest bank and one of the world&rsquo;s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting &amp; dynamic industry.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 <strong>
  JOB PURPOSE:
  <br/>
  <br/>
 </strong>
 Responsible for handling a team of CSR&rsquo;s providing 24/7 customer support to the existing customers/ new prospects, Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR&rsquo;s through customer service and up selling. Strong comprehension skills and solutions focused to Provide intensive coaching to new staff on products &amp; systems at the same time develop existing CSR&rsquo;s, mentor staff, provide coaching and motivational assistance,. Continuously review work processes for improvement and effective supervision is offered
 <br/>
 <br/>
 <strong>
  Key Accountabilities
  <br/>
  <br/>
 </strong>
 <strong>
  Team Supervision (only for Team leaders and supervisors)
  <br/>
  <br/>
 </strong>
 &squf; Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
 <br/>
 <br/>
 &squf; Provide on-the-job training and constructive feedback to assigned team to support their overall development.
 <br/>
 <br/>
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. or
 <br/>
 <br/>
 &squf; Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
 <br/>
 <br/>
 &squf; Promote the organisation&rsquo;s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
 <br/>
 <br/>
 <strong>
  Budgeting and Financial Performance
  <br/>
  <br/>
 </strong>
 &squf; Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
 <br/>
 <br/>
 <strong>
  Policies, Systems, Processes &amp; Procedures
  <br/>
  <br/>
 </strong>
 &squf; Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service. Continuous Improvement
 <br/>
 <br/>
 &squf; Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
 <br/>
 <br/>
 <strong>
  Reporting
  <br/>
  <br/>
 </strong>
 &squf; Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.
 <br/>
 <br/>
 <strong>
  Specific Job Accountability
  <br/>
  <br/>
 </strong>
 &squf; Handle a team of CSR&rsquo;s providing 24/7 customer support to the Bank customers
 <br/>
 <br/>
 &squf; Maintaining service level as per SLA
 <br/>
 <br/>
 &squf; Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis
 <br/>
 <br/>
 &squf; Conduct Quality calls evaluation for the centre
 <br/>
 <br/>
 &squf; Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development
 <br/>
 <br/>
 &squf; Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA
 <br/>
 <br/>
 &squf; Supervise both the morning and evening shifts on rotation shifts
 <br/>
 <br/>
 &squf; Supervise processes and instructions handled by agents on day to day basis
 <br/>
 <br/>
 &squf; Handle difficult complaints or customers during an escalation by an agent
 <br/>
 <br/>
 &squf; Ensure operational controls are always maintained, and department complies with internal policies and regulations
 <br/>
 <br/>
 &squf; Supervise the 24 hours, 365 days a year shift operation of the call centre
 <br/>
 <br/>
 &squf; Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis
 <br/>
 <br/>
 &squf; Conduct training programs and link with post evaluation program
 <br/>
 <br/>
 &squf; Encourage team spirit
 <br/>
 <br/>
 &squf; Promote staff motivational programs in form reward and recognition
 <br/>
 <br/>
 &squf; Ensure all agents on their shifts on time
 <br/>
 <br/>
 &squf; Monitor sales performance and lead generation per staff
 <br/>
 <br/>
 &squf; Promote cross selling and sales achievements by target per agent &squf; Conduct monthly appraisal for the team members
 <br/>
 <br/>
 &squf; Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service
 <br/>
 <br/>
 &squf; Recommend training needs and additional quality controls relevant to the role
 <br/>
 <br/>
 <strong>
  Frameworks, Boundaries, &amp; Decision Making Authority
  <br/>
  <br/>
 </strong>
 &squf; Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
 <br/>
 <br/>
 &squf; Authorised to take decisions as per the approved authorization matrix
 <br/>
 <br/>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Minimum Qualifications:
  <br/>
  <br/>
 </strong>
 &squf; Bachelor&rsquo;s degree
 <br/>
 <br/>
 <strong>
  Minimum Experience
  <br/>
  <br/>
 </strong>
 &squf; 3 years relevant experience in customer service / Contact Centre
 <br/>
 <br/>
 &squf; Should hold valid UAE National family book (Mandatory)
 <br/>
 <br/>
 <strong>
  Knowledge, Skills, And Attributes
  <br/>
  <br/>
 </strong>
 &squf; Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
 <br/>
 <br/>
 &squf; Excellent communication skill in English &amp; Arabic
</div>


Team Leader - Contact Center - Al Ain

Safa Worldwide Private Limited

<p><b>Recruitment: HR Executive.</b></p><p>Location: DHA Phase 6, Khayaban-e-Shahbaz, Karachi</p><p>Job Type: Full-Time | Permanent | Office-Based</p><p>Salary: PKR 60,000 &ndash; 75,000 per month</p><p><b>About Us</b></p><p>Safa Worldwide Pvt. Ltd. is a well-established BPO company operating in Karachi since 2015. We handle thousands of customer interactions daily, supporting UK-based customers with service enquiries, billing queries, mobile contract upgrades, and more.</p><p>As we continue to grow and expand our partnerships, we are looking to strengthen our HR team with a dedicated Recruitment HR Executive to support immediate hiring needs (approximately 50 sales roles) and deliver structured training programs.</p><p><b>Key Responsibilities</b></p><ul><li>Manage end-to-end recruitment: job postings, CV screening, and initial phone interviews</li><li>Conduct face-to-face interviews and candidate assessments</li><li>Administer tests to evaluate typing speed, listening skills, and general aptitude</li><li>Oversee onboarding processes, including documentation and orientation scheduling</li><li>Deliver HR policy training and non-product training (e.g., soft skills, communication)</li><li>Maintain and update employee records and HR databases</li><li>Support employee engagement initiatives and internal events</li></ul><p><b>Requirements</b></p><ul><li>Proven experience in recruitment and HR, preferably within a BPO, call centre, or software house environment</li><li>Confident, outgoing, and approachable personality</li><li>Strong interpersonal and communication skills</li><li>Fluent in written and spoken English (essential &ndash; UK customer base)</li><li>Well-organised, proactive, and detail-oriented</li><li>Proficient in Microsoft Office (Excel, Word, PowerPoint)</li><li>Ability to handle confidential information with professionalism</li></ul><p><b>Working Hours</b></p><p>Monday to Friday: 12:00 PM &ndash; 8:00 PM</p><p>(Location: DHA Phase 6, Khayaban-e-Shahbaz, Karachi &ndash; Office-Based)</p><p>Job Type: Full-time</p><p>Pay: Rs60,000.00 - Rs75,000.00 per month</p><p>Application Question(s):</p><ul><li>Do you have any HR experience in a an international call centre? </li><li>What is your expected salary? </li><li>What is your age?</li><li>What is your residential area?</li><li>Can you manage your transport to DHA phase 6 on your own? </li><li>Rate your spoken english on a scale of 10?</li></ul><p>Work Location: In person</p>

HR Manager-UK Call centre

Southern Company

<div><p><b>IT Supervisor &ndash; Contact Center &amp; My Account</b></p>
<p><b>JOB SUMMARY</b></p>
<p>This position is responsible for the GAS Contact Center, and My Account technology group within the customer technology pillar for Southern Company Gas applications used by GAS Distribution Operations for our state regulated Local Distribution Companies (LDCs). This includes full software development lifecycle of end-to-end Contact Center, and My Account technology program and project delivery, and Contact Center, and My Account technology production support and maintenance. This leader will drive a seamless Contact Center, and My Account delivery that will deliver technology that increases innovation and efficiency. This leader will ensure the GAS Contact Center, and My Account roadmap and technology portfolio align with the overall GAS Technology Delivery strategy, roadmap and goals including ensuring GAS Contact Center, and My Account Technology is simplified and readily supported. This role is responsible for ensuring operational excellence through continuous metric driven improvement providing highly reliable and high-quality technology solutions and support through appropriate design and highly engaged customer service. This position collaborates across Technology Organization (TO) leadership to ensure effective delivery. This leader is responsible for 10 - 14 IT (Information Technology) professionals, including ten (10) employees plus approximately four (4) contractors across various geographic locations. This position is responsible for managing a $1M - $5M annual technology budget with responsibility for a project portfolio of $1M &ndash; $5M.</p>
<p>The position requires business and technology acumen to drive solutions, support and progress that ensure the continued success of the portfolio. This leader influences through active participation in customer activities, and leverages business and technical resources from across the organization to ensure the timely delivery and support of effective business solutions. The position is responsible for the successful implementation and execution of new solution development. This leader will leverage current products for new solutions, influence consolidation and application rationalization. This position will influence simplification of solutions to minimize customization and improve supportability. This leader will also be responsible for the thought leadership on technology direction and decisions based on emerging technologies, industry trends, best practices, and sound business processes for certain business partners. This includes defining and supporting investments that enable the achievement of business objectives and advance the company&rsquo;s capabilities to provide a competitive advantage. This position is responsible for promoting and supporting the realization of what is possible with technology. In close partnership with GAS Business Operations Technology Services (BOTS), this position supports GAS business partners on the Customer Operations Technology Advisory Committee.</p>
<p>This position reports to the Director, GAS Customer Technology.</p>
<p><b>MAJOR JOB RESPONSIBILITIES</b></p>
<ul><li><div>Applies leadership and strategic thinking to a diverse set of opportunities and challenges, serving as a true strategic partner and enabler of all facets of Southern Company Gas.</div></li>
<li><div>
Partners with business leaders across the organization and works closely with the technology organization to ensure resources and strategies are aligned to current and future needs of the business.</div></li>
<li><div>
Support and implements a comprehensive Customer Experience (CX) technology roadmap in the Contact Center and My Account area for the supported business.</div></li>
<li><div>
Drives innovation and leverages technology to create value and transform the business.</div></li>
<li><div>
Establishes and maintains excellent working relationships and partnerships with leadership throughout Southern Company Gas and external vendors and suppliers.
</div></li><li><div>Designs technology solutions that are common where possible and custom where it counts.</div></li>
<li><div>
Drives and simplicity of design to ensure highly available systems where needed and maintainability of the ecosystem.</div></li>
<li><div>
Creates an overall technology budget and manages financial performance.
</div></li><li><div>Hires, develops, rewards, and retains a highly qualified and diverse technology leadership team.</div></li>
<li><div>
Establishes and enforces appropriate technology and business policies, practices, and processes.</div></li>
<li><div>
Acts as a student of business and technology, anticipating future needs and directional shifts in both the technology and energy industries.</div></li>
<li><div>
Creates an environment that fosters accountability, innovation, and engagement at all levels.
</div></li></ul><p><b>JOB REQUIREMENTS</b></p>
<p><b>Education</b></p>
<ul><li>A degree in Computer Science or a related field is required. An advanced degree is desirable.</li>
</ul>
<p><b>Experience and Knowledge</b></p>
<ul><li><div>10 or more years of experience in IT, with at least 5 years of experience managing multiple, medium-to-large- sized and cross-functional teams.
</div></li><li><div>Comprehensive knowledge of information technology with an extensive understanding of application development technologies and methodologies.
</div></li><li><div>Broad knowledge of contact center software and business functions.</div></li>
<li><div>
Experience establishing and defining a comprehensive Contact Center, and My Account and roadmap that meets the strategic and operational objectives of the business.
</div></li><li><div>Broad knowledge of the utility business functions and an understanding of how the Technology Organization adds value to these organizations.
</div></li><li><div>Building strong leadership teams and high performing organizations.
</div></li><li><div>Leading and operating in a fast paced, real-time operational environment with changing business dynamics.
</div></li><li><div>Experience with Waterfall and Agile delivery.
</div></li><li><div>Broad understanding of System Development Lifecycle (SDLC).
</div></li><li><div>Solid foundation in information Technology Infrastructure Library (ITIL).
</div></li></ul><p><b>Skills</b></p>
<ul><li><div>The ability to lead and manage through change. Recognized as a change agent.</div></li>
<li><div>
Knowledgeable about current and future technology trends with the ability to scout and deploy industry-changing technology.</div></li>
<li><div>
Outstanding credibility and demonstrated ability to build strong relationships within the company and industry, and with vendors/ suppliers.
</div></li><li><div>Demonstrated ability to influence key stakeholders and lead through influence.</div></li>
<li><div>
Team player with a collaborative approach to drive solutions for the good of Southern Company.</div></li>
<li><div>
Proven ability to drive efficiency through effective technology management.</div></li>
<li><div>
Ability to operate successfully in a regulated environment with an understanding and appreciation of risk, compliance, corporate policy and procedures, internal controls, and regulatory requirements.</div></li>
<li><div>
Demonstrated ability to connect the dots and apply sound business judgment.
</div></li><li><div>Ability to attract top talent and build high-performing teams. Demonstrated ability to lead, motivate and develop employees and future leaders.
</div></li><li><div>Recognized as an outstanding people manager with the ability to delegate responsibility effectively.</div></li>
<li><div>
Excellent oral and written communication skills, including communicating complex technical topics to various audiences.</div></li>
<li><div>
Excellent customer service skills that exhibit initiative and follow-through to meet customer commitments.</div></li>
<li><div>
Ability to synthesize large amounts of information, determine solutions, and make quality and timely decisions.</div></li>
</ul>
<p><b>About Southern Company</b></p>
<p>Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .</p>
<p>Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and beneﬁts will also be provided during the hiring process.</p>
<p>Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.</p>
<p>Job Identification: 17199</p>
<p>Job Category: Information Technology</p>
<p>Job Schedule: Full time</p>
<p>Company: Southern Company Services</p></div>

IT Supervisor - Contact Center & My Account

Abou Ghaly Motors

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 Lead the contact Center team for the English account by managing daily operations, driving sales performance, and providing coaching and support to team members. Ensure achievement of sales targets, high-quality customer interactions, and continuous team development.
 <br/>
 <br/>
 <strong>
  Responsibilities:
  <br/>
  <br/>
 </strong>
 <strong>
  Sales Operations &amp; Service Delivery
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Oversee incoming and outgoing telesales calls, ensuring effective customer engagement and sales conversion
  </li>
  <li>
   Monitor staffing and call distribution to minimize missed opportunities
  </li>
  <li>
   Manage daily operations, shifts, and resource allocation to achieve team KPIs and sales targets
  </li>
  <li>
   Ensure timely resolution of customer inquiries and adherence to service level agreements (SLAs)
  </li>
  <li>
   Coordinate with relevant departments to address customer complaints and sales-related issues efficiently
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Quality &amp; Standards
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Define, implement, and maintain telesales quality standards
  </li>
  <li>
   Conduct regular call monitoring and provide feedback to ensure high-quality customer interactions
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Training, Coaching &amp; Team Management
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide on-the-job training for new telesales employees
  </li>
  <li>
   Conduct team meetings and performance reviews
  </li>
  <li>
   Coach team members to achieve sales targets and personal development goals
  </li>
  <li>
   Monitor individual and team performance, providing guidance and corrective actions where needed
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Communication &amp; Continuous Improvement
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Report operational and sales performance updates to management
  </li>
  <li>
   Propose process improvements, sales strategies, and tools to enhance team efficiency and performance
  </li>
  <li>
   Escalate issues appropriately and provide feedback for resolution
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Planning &amp; Alignment
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Align team operations with departmental sales objectives
  </li>
  <li>
   Assist management in forecasting call volumes and staffing requirements
  </li>
  <li>
   Set operational and individual objectives in line with sales performance goals
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Customer Escalations &amp; Recovery
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Handle escalated calls from challenging clients to ensure satisfaction and retention
  </li>
  <li>
   Follow up on cross-functional escalated issues during shifts to ensure resolution
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in any field
  </li>
  <li>
   5-7 years of experience in telesales, contact center, or customer-facing sales roles
  </li>
  <li>
   Strong knowledge of MS Office applications, particularly Excel
  </li>
  <li>
   Proficiency in CRM systems and sales management tools is an advantage
  </li>
  <li>
   Deep understanding of telesales operations and best practices
  </li>
  <li>
   Results-oriented with focus on sales performance and customer satisfaction
  </li>
  <li>
   Proven leadership and people management capabilities
  </li>
  <li>
   Excellent communication, negotiation, and problem-solving abilities
  </li>
  <li>
   Ability to process data and generate reports for management
  </li>
  <li>
   Excellent English and Arabic, both verbal and written
  </li>
 </ul>
</div>


Contact Center Supervisor | Sixt

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