Call Center Supervisor Financial Services Industry Dubai

Are you a dynamic leader with a passion for customer service excellence and team development. Financial Services industry is actively seeking a talented Call Center Supervisor to lead their team of customer service representatives and ensure exceptional service delivery and customer satisfaction. If you thrive in a fast-paced environment and enjoy coaching, motivating, and empowering team members, this role offers an exciting opportunity for you to make a significant impact and drive operational excellence.

Role and Responsibilities of Call Center Supervisor

• Oversee day-to-day operations of the call center, including managing inbound/outbound call volume, monitoring service levels, and ensuring timely resolution of customer inquiries, issues, and escalations.
• Lead, coach, and mentor a team of customer service representatives, providing ongoing feedback, training, and development opportunities to enhance performance, productivity, and morale.
• Set performance goals, KPIs, and quality standards for the team, tracking metrics, analyzing trends, and implementing improvement initiatives to optimize performance and achieve targets.
• Monitor call queues and real-time metrics, making adjustments to staffing levels, schedules, and workflows as needed to maintain.
• Conduct regular performance evaluations and one-on-one meetings with team members to assess progress, address challenges, and recognize achievements, fostering a culture of accountability, collaboration, and continuous improvement.
• Handle escalated customer issues and complex inquiries, demonstrating empathy, professionalism, and problem-solving skills to resolve issues and ensure customer satisfaction.
• Collaborate with cross-functional teams, including training, quality assurance, IT, and operations, to streamline processes.
• Maintain up-to-date knowledge of products, services, policies, and procedures. Providing accurate and timely information to team members and ensuring compliance with regulatory requirements and quality standards.
• Foster a positive and inclusive work environment, promoting open communication, mutual respect, and teamwork among team members.

Requirements of Call Center Supervisor

• Bachelor’s degree in Business Administration, Communication, or related field; relevant certifications in call center management or customer service are a plus.
• Proven experience of 1-2 years as a call center supervisor, team leader, or customer service manager, with a track record of achieving performance targets and driving team success.

Skills and Knowledge Desired

• Strong leadership and coaching skills, with the ability to inspire, motivate, and empower team members to achieve their full potential.
• Excellent communication and interpersonal skills, with the ability to build rapport, resolve conflicts, and communicate effectively with diverse audiences.
• Sound judgment, decision-making, and problem-solving abilities, with a customer-centric mindset and a commitment to delivering exceptional service experiences.
• Proficiency in call center technology and software, including CRM systems, call routing software, and workforce management tools.
• Ability to analyze data, interpret trends, and make data-driven decisions to improve performance and enhance customer satisfaction.
• Flexibility to work in a dynamic and fast-paced environment. The ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Knowledge of contact center best practices, quality assurance processes, and industry regulations.

Perks and Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package, including health insurance and retirement plans.
• Opportunities for professional development and career advancement.
• Collaborative and supportive work environment.
• Employee discounts on company products/services.

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Tagged as: Call Center Supervisor, Khaleej times jobs