Operations Supervisor "Contact Center"

Job Description:

We are seeking a highly motivated and experienced Supervisor Contact Center to join our team in Riyadh, Saudi Arabia. As a Supervisor, you will be responsible for overseeing the daily operations of our contact center, ensuring that our team delivers exceptional customer service to our clients.

Key Responsibilities:

• Manage and supervise a team of contact center agents, ensuring they meet performance targets and provide excellent customer service
• Monitor and evaluate agent calls, providing feedback and coaching to improve their performance
• Conduct regular team meetings to communicate updates, changes, and goals
• Develop and implement training programs to improve the skills and knowledge of contact center agents
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
• Create and maintain reports on contact center performance, identifying areas for improvement and implementing solutions
• Stay up-to-date with industry trends and best practices to continuously improve the contact center operations

• Requirements:
  

• Bachelor's degree in Business Administration, Communications, or a related field
• Certified by COPC is preferable 
• Minimum of 2 or 3 years of experience in a contact center supervisory role
• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Proven track record of meeting and exceeding performance targets
• Knowledge of contact center software and tools
• Excellent in both English and Arabic
• Ability to work in a fast-paced and dynamic environment
• Customer-focused mindset with a passion for delivering exceptional service