Supervisor Call Center

The Supervisor Call Center position in Riyadh, Saudi Arabia, is a pivotal role within the Perfume & Cosmetics industry, focusing on enhancing customer satisfaction and operational efficiency. This position requires a proactive leader who can manage a team of customer service representatives, ensuring that they meet performance targets while delivering exceptional service to clients. The Supervisor will play a crucial role in training staff, resolving complex customer issues, and implementing best practices to streamline call center operations.

Responsibilities:

1. Oversee daily call center operations, ensuring adherence to company policies and procedures.
2. Manage and mentor a team of customer service representatives, providing guidance and support.
3. Monitor call metrics and performance indicators to identify areas for improvement.
4. Conduct regular training sessions to enhance team skills and product knowledge.
5. Address escalated customer complaints and provide effective resolutions.
6. Implement strategies to improve customer satisfaction and retention rates.
7. Prepare and present performance reports to upper management.
8. Collaborate with other departments to ensure seamless service delivery.
9. Assist in the recruitment and onboarding of new call center staff.
10. Stay updated on industry trends and best practices to enhance call center operations.

Preferred Candidate:

1. Proven experience in a supervisory role within a call center environment.
2. Strong leadership and team management skills.
3. Excellent communication and interpersonal abilities.
4. Ability to analyze data and make informed decisions.
5. Customer-focused mindset with a passion for service excellence.
6. Proficiency in call center software and CRM systems.
7. Ability to work in a fast-paced environment and manage multiple tasks.
8. Strong problem-solving skills and attention to detail.
9. Fluency in both Arabic and English is preferred.
10. Willingness to work flexible hours, including weekends and holidays.