Call Center Supervisor

Call Center Supervisor

Industry: Real Estate / Property Management / Facility Management

Department: Customer Care / Call Center

Position: Call Center Supervisor

Reports To: Customer Care Manager / Head of Department

Location: Dubai, UAE

Industry Experience: Real Estate, Property Management, or Facility Management

1. Job Purpose

The Call Center Supervisor is responsible for overseeing the daily operations of the Call Center team, ensuring efficient handling of customer inquiries, complaints, service requests, and escalations.

The role requires strong experience in the real estate, property management, or facility management industry, with the ability to manage high-volume customer interactions, coordinate with internal departments, monitor team performance, and ensure timely resolution of tenant, owner, and client concerns.

1. Key Responsibilities

A. Call Center Operations

• Supervise daily call center operations and ensure adequate coverage.
• Monitor incoming and outgoing calls, emails, WhatsApp inquiries, and other communication channels.
• Ensure all customer inquiries, complaints, and service requests are properly recorded and tracked.
• Monitor response times, call handling quality, and resolution turnaround times.
• Ensure proper shift scheduling and workload distribution among agents.

B. Customer Service & Complaint Management

• Handle escalated complaints from tenants, landlords, property owners, and clients.
• Ensure customer concerns are addressed professionally and resolved within agreed timelines.
• Monitor pending complaints and follow up with relevant departments.
• Ensure proper communication and updates are provided to customers until closure.
• Maintain high customer satisfaction and service standards.

C. Real Estate & Property Management Coordination

• Coordinate with Property Management, Facility Management, Leasing, Maintenance, and Finance teams.
• Oversee the handling of tenant complaints relating to:
• Maintenance and repair requests.
• AC, plumbing, electrical, and other facility issues.
• Common area and building maintenance.
• Move-in and move-out coordination.
• Rental, Ejari, and tenancy-related inquiries.
• Service charges, payments, and account inquiries.
• Ensure all service requests are properly assigned, monitored, and closed.
• Follow up with technical teams and property managers to ensure timely service delivery.

D. Team Supervision & Performance Management

• Supervise, coach, and evaluate Call Center Agents.
• Conduct regular performance reviews and provide constructive feedback.
• Monitor attendance, punctuality, productivity, and individual KPIs.
• Identify training needs and conduct regular team briefings.
• Ensure agents follow approved scripts, communication standards, and escalation procedures.

E. Reporting & Process Improvement

• Prepare daily, weekly, and monthly operational reports.
• Monitor call volumes, response rates, complaints, pending cases, and resolution rates.
• Identify recurring customer complaints and recommend corrective actions.
• Develop and improve call center SOPs, workflows, and escalation matrices.
• Ensure accurate CRM or system updates and proper documentation.