Juma Al Majid group of companies

Absher Initiative


Job Title : Contact Centre supervisor ( CCS_001 )
Job Location : Dubai
Job Industry : Others
Job Function : Customer Service/ Call Centre/ BPO
Preferred Nationalities : Any
Minimum Educational Qualification : Bachelor's
Relevant Years of Experience: : 3 years of experience
Age : 21-45
Posted Date : 01-04-2021

Job Purpose: 

To monitor and supervise the performance of the whole Contact Centre operationally and provide collaterals required for the contact centre operations to ensure an uninterrupted flow of the operations. Responsible in Forecasting, meeting targets in terms of Service levels and utilization of resources. 

Principal Accountabilities:
  • Tracks and monitors the team\'s daily operations and gather feedback to generate daily reports for the management.
  • Assign ques and workload
  • Meeting operations KPI\'s 
  • Checks the Projects Statuses and updates on the performance of each project to the management. 
  • Handle escalations with clients 
  • Interacts and coordinates with other Group Business Units concerning escalations. 
  • Assist the contact centre manager with upcoming projects and on-going plans to achieve team and department goals 
  • Maximize the utilization of resources and agents 
  • Receives Inbound Calls. Emails. and Live Chats through call centre application as and when needed 
  • Coach and mentor the team 
  • Coach and mentor the team 
Minimum Requirements:
  • 3 years experience in a senior/supervisory role in Call Contact centre
  • Relevant Education Degree
  • Fluent in Arabic and English
  • Approachable personality
  • Outstanding leadership, interpersonal, and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Effective listening skills
  • Ability to adapt to change and multi-task are essential qualities
  • Advanced Skill in Microsoft Office 
  • Excellent time management 
  • Excellent team player

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