CALL CENTER SUPERVISOR ( Bahrain Based)

Overview

The Call Center Supervisor is responsible for supervising and coordinating the daily activities of call center agents and administrative support staff. The role ensures efficient operation of the contact center, implements successful planning activities, oversees the recruitment and development of staff, and manages service delivery for both customer inquiries and operational functions.

Key Responsibilities

• Supervise day‑to‑day operations of the call center to ensure service quality and efficiency.
• Provide leadership, coaching, and support to team leaders and agents to optimize performance and succession planning.
• Identify skill gaps and provide monthly one‑on‑one soft skills coaching for team leaders and agents.
• Assist team leaders in handling complex customer complaints or inquiries and escalating issues to higher management as necessary.
• Contribute to the design and implementation of new operational procedures for improved service delivery.
• Ensure compliance with established procedures and company regulations.
• Maintain effective relationships with internal and external stakeholders to ensure smooth delivery of services.
• Stay informed of new products and services, ensuring the team is trained to address customer queries.
• Support and promote company service quality initiatives.
• Coordinate with service providers regarding daily operations when applicable.
• Assist in motivating, recognizing, and organizing incentives for team members.
• Schedule shifts, monitor attendance, and manage leave arrangements for agents and support staff.
• May occasionally require work on weekends or evenings, and local business trips as necessary.

Educational, Skills and Experience

Additional Requirements

Location : Bahrain (With travel flexibility)

Typical Working Conditions

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