Supervisor Contact Center

Job description:

POSITION INFORMATION Division: Commercial

Department: Customer Excellence

Role Designation: Supervisor Contact Center

Dimension:

Voice & Messaging Team Leaders (Inbound, Outbound, B2C, B2B, VIP & Priority Customers)

Reports To: Senior Manager Customer Excellence

Internal Interfaces:
QA & Training, Workforce Planning, IT/Telephony, Product, Billing

ROLE PURPOSE:

To lead and optimise all inbound and outbound voice & 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• 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 & 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 & messaging interactions across the contact cent