Primary Purpose of the Job:
- The Sr. Admin Supervisor (Call Centre) is responsible for leading and managing a team of call center assistants to ensure the delivery of exceptional user service and the achievement of performance targets.
- This position involves supervising day-to-day operations, coaching and training staff, monitoring call quality and productivity, and fostering a positive work environment.
- The Sr. Admin Supervisor (Call Center) plays a crucial role in driving team performance, resolving escalated issues, and optimizing call center processes to enhance efficiency and user satisfaction.
- Proven experience of at least 7 years in Call Centre Environment, with at least 2-3 years in a supervisor or leadership role. Experience in oil and gas related industries is preferable.
- Excellent leadership, coaching, and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with employees, users, and other stakeholders. Experience in managing external vendors or third-party contractors.
- Proven experience in managing 24/7 operations and leading multi shift teams.
- Flexibility to work shifts, including evenings, weekends, and holidays.
- Strong understanding of call center operations, including call routing, workforce management, best practices, and performance metrics.
- Proficiency in using CRM software, call center systems, short handwriting/typing and Microsoft Office applications.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Ability to handle multiple priorities and work under pressure in a fast-paced environment.
- Certification in call center management or customer service is desirable.
- Fluent in spoken and written Arabic and English language.
Bachelor’s degree in Business Administration, Management, communications or
equivalent. An Advanced degree or relevant certifications (e.g., Project Management or
Call Center Operations) is a plus.
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