Contact Center Supervisor

• Supervise day-to-day contact center operations and ensure agents follow service standards and company policies.

• Monitor agents’ performance, schedule, productivity including answer rate, adherence, occupancy rate, agent forecasting, and calls quality.

• Provide coaching, feedback, and on-the-job training to improve agent performance and customer experience.

• Monthly Tracking for agent KPIs, deliver constructive performance reviews, and implement targeted improvement plans when needed.

• Track key performance indicators such as service level, average handling time, first contact resolution, quality score, and customer satisfaction.

• Participate in weekly QA calibration meetings with Quality Auditing teams to improve quality calls and agents performance.

• Enhance Contact Center Database, including FAQs , Calls Scripts, knowledge base and customer journey tracking.

• Handle escalated customer complaints and ensure timely resolution in line with approved processes.

• Prepare daily, weekly, and monthly performance reports for the function manager.

• Support agents with system, process, product, and policy inquiries during live operations.

• Collaborate with Quality, Workforce team, Training, Operations, and other departments to improve service quality.

• Promote a positive team environment focused on accountability, professionalism, and continuous improvement.

Requirements

• Bachelor's degree in Business Administration, Commerce, Management, or a related field

• Minimum 5 years of experience including two years in supervisory level or team leader.

• Excellent command of Microsoft Office (especially Excel and PowerPoint).

• Good knowledge of CRM and Contact Center systems (e.g., Zendesk, Freshdesk, Odoo, or similar).

• Very Good experience with call center reporting and performance dashboards

• Good English level

• Good in communication Skills.

• Good presentation skills.

• Good leadership skills.