Position Overview

We are seeking an experienced Call Centre Supervisor to join our dynamic team in Dubai. The ideal candidate will provide leadership and guidance to call centre agents while ensuring optimal performance and customer satisfaction levels.

Key Responsibilities

Manage and supervise a team of call centre agents, providing coaching, training, and mentorship to improve performance and achieve targets

Monitor call quality, response times, and customer satisfaction metrics to maintain service excellence

Develop and implement strategies to improve team productivity and efficiency

Handle escalated customer issues and complaints professionally and effectively

Create and maintain performance reports, analyzing data to identify trends and areas for improvement

Coordinate with other departments to resolve complex customer issues and enhance service delivery

Ensure adherence to company policies, procedures, and quality standards

Manage staff scheduling and attendance to maintain appropriate coverage levels

Conduct regular team meetings and performance reviews

Required Qualifications

Bachelor's degree in Business Administration, Management, or related field

Minimum 3 years of experience in call centre operations, with at least 1 year in a supervisory role

Fluency in both English and Arabic (written and verbal)

Strong understanding of call centre metrics and KPIs

Excellent leadership and team management skills

Advanced problem-solving and decision-making abilities

Proficiency in Microsoft Office and call centre management software

Preferred Qualifications

Experience in BPO (Business Process Outsourcing) environment

Knowledge of UAE market and customer service standards

Previous experience with workforce management systems

Training or certification in customer service management

Skills & Competencies

Strong interpersonal and communication skills

Ability to work under pressure and handle multiple priorities

Excellent organizational and time management skills

Customer-focused mindset with strong problem-solving abilities

Adaptable to changing business needs and priorities

Benefits

Competitive salary package

Career growth opportunities

Professional development and training

Health insurance coverage

Transportation allowance

How to Apply

Interested candidates should:

Send their CV to career@datadirect.ae

Include "Call Centre Supervisor" in the subject line

Highlight relevant experience and language skills

About Us

More than just a business, we are a collective of dedicated professionals who have spent the past two decades transforming, pivoting, and expanding to emerge as a prominent player in the BPO space.

We are all for digital innovation, surpassing client expectations and redefining industry standards. We envision a future where Data Direct is synonymous with excellence, innovation, and sustainable growth.