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Call Center Supervisor?s job entails organizing and directing the daily activities concerned to the call center?s operation. The main responsibility of a call center supervisor is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance, and analyze reports. They prepare and develop schedules to control adequate staffing levels.

Duties and Specifications

• Managing and directing the daily activities of call center agents and telephone operators.
• Supervising, planning, and managing functions concerned to Call Center environment.
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
• Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
• Attending, following up and resolving customer complaints and questions.
• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
• Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required.
• Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
• Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
• Communicating solutions, successes, and opportunities to the Manager of customer service.

• Practicing and ensuring compliance with that of all the organization?s policies and procedures.

Skills and Specifications

• Ability to inspire and support people.
• Good people and interpersonal skills to build effective relationships with all levels of professionals.
• Ability to plan well and prioritize work.
• Maintain calmness under tight pressure.

• Good decision-making, IT, and communication skills.

Education and Qualifications

• Bachelor?s degree or associate?s degree from an accredited institution.

• Experience in call center service activities.

Languages: English is mandatory + Arabic language or Indian Language (Hindi/Urdu)
Contact: Email your CV at job@contact-center-dubai.com
Starts: August 2010
Job location: Dubai, UAE

• Published at: 09-08-2010