Call Center Supervisor (Hindi speaker)

Our client, a government entity in Sharjah, is seeking a Call Center Supervisor to oversee its outsourced call center, improve service quality and drive lead conversion.

Key Responsibilities

• Oversee call center agents, team leaders and quality auditors, providing coaching and performance feedback.
• Support recruitment, onboarding and training, ensuring teams understand services, processes and KPIs.
• Set and monitor individual and team targets for lead conversion and service delivery.
• Track call center metrics, including abandonment rate, waiting calls and average handling time.
• Manage escalations and identify opportunities to improve processes and customer experience.
• Ensure compliance with policies, procedures and attendance requirements.
• Prepare performance reports and highlight trends and improvement areas to management.

Requirements

• Bachelor’s degree in any discipline.
• 3–5 years of relevant experience, including proven experience in call center supervision.
• Strong customer service, team leadership and performance management skills.
• Experience monitoring call center KPIs and quality standards.
• Familiarity with Zoho CRM and Multycomm or similar dialing tools.
• Proficiency in MS Office and call center systems.
• Excellent English communication and negotiation skills; additional languages are an advantage.
• Strong organizational skills and the ability to work under pressure.

Apply now if you have a track record of leading call center teams and improving performance.