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Job Post Details

Call Center Supervisor - job post

The Arab Lens
Muscat

Job details

Job type

  • Full-time

Location

Muscat

Full job description

Our client is a service-driven organization seeking an experienced Call Center Supervisor to lead a team responsible for delivering efficient, responsive, and high-quality customer support. The organization is committed to maintaining excellent service standards while continuously improving customer satisfaction.

The Role

The Call Center Supervisor will oversee the daily operations of the customer service team, ensuring service levels, quality standards, and performance objectives are consistently achieved. The successful candidate will be responsible for coaching team members, monitoring performance, and implementing initiatives that improve operational efficiency.

Responsibilities

  • Supervise daily call center operations.
  • Monitor team productivity and service quality metrics.
  • Coach and develop Customer Service Representatives.
  • Conduct regular performance reviews and feedback sessions.
  • Handle escalated customer complaints and complex service issues.
  • Ensure compliance with company policies and customer service procedures.
  • Prepare operational reports and performance dashboards.
  • Analyze call trends and recommend process improvements.
  • Coordinate workforce scheduling to maintain service levels.
  • Support recruitment, onboarding, and training of new team members.
  • Foster a positive and collaborative team environment.

Qualifications

  • Bachelor’s degree in Business Administration or a related discipline.
  • 5+ years of customer service experience, including supervisory responsibilities.
  • Experience managing call center operations.
  • Strong leadership and coaching abilities.
  • Excellent communication and conflict resolution skills.
  • Experience with CRM and call center management systems.
  • Strong analytical and reporting capabilities.
  • Fluency in English is required.
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