Call Center Supervisor

About the role

This full-time, on-site position at V-Thru oversees the daily operations of the call centre. The supervisor leads a team of customer service representatives, ensures high levels of customer satisfaction, and analyses performance metrics to drive improvements.

Key responsibilities

• Manage day-to-day call centre operations, including staffing and workflow.
• Supervise and coach a team of customer service representatives.
• Monitor and improve customer satisfaction through quality assurance.
• Analyse call-centre performance data and generate regular reports.
• Handle escalated customer inquiries and resolve complex issues.
• Track key performance indicators and ensure service-level targets are met.

Required profile

• Proven supervisory and team-management experience in a call-centre environment.
• Strong analytical abilities to interpret performance metrics.
• Excellent communication skills in English and Arabic.
• Proficiency with call-centre software and reporting tools.
• Ability to make decisions quickly under pressure and meet targets.
• Strong leadership, interpersonal and problem-solving capabilities.