Call Center Supervisor

il y a 1 semaine

Beyrouth, Beyrouth, Liban Freedom IP Temps plein 7 500 000 £LB - 12 000 000 £LB par an

Job Summary:

The Call Center Supervisor is responsible for leading, coaching, and motivating a team of customer service representatives to ensure high-quality service and operational efficiency. This role involves overseeing the team's daily activities, monitoring performance, and resolving complex customer issues to achieve business goals and maintain customer satisfaction. . Additionally, the Call Center Supervisor ensures agents qualify leads, guide clients through registration, and achieve KPIs related to first deposits while maintaining compliance with company policies and industry regulations.

Key Responsibilities:

· Supervise the day-to-day activities of a team of customer agents.

· Monitor calls and provide feedback to ensure adherence to scripts, policies, and quality standards.

· Conduct performance reviews and create development plans for individual team member.

· Handle escalated customer calls and complaints, resolving issues efficiently and professionally.

· Create and manage work schedules to ensure adequate staffing and coverage across all shifts.

· Prepare and analyze performance reports on a daily, weekly, and monthly basis for management.

· Conduct ongoing training sessions to keep the team updated on best practices and new information.

·
• Drive agents to meet daily, weekly, and monthly KPIs for lead qualification, client registration, and deposit conversion.

·
• Collaborate with Management to maximize results and client engagement.

Qualifications and Skills:

· Bachelor's degree in Business Administration, Communication, or related field (preferred).

· Proven experience in a call center with at least 2-3 years in supervisory or team leader role.

· Proficient in call center software, reporting tools, and MS office.

· Ability to work under pressure and manage multiple priorities.

· Fluency in Arabic, English (verbal and written); additional languages (if any) are a plus.

· Strong leadership skills with the ability to motivate a KPI-driven sales team.

· Background in sales, or fintech industry will be considered an advantage

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