The Call Center Supervisor is responsible for supervising and coordinating the daily activities

of call center agents and administrative support staff. The role ensures efficient operation

of the contact center, implements successful planning activities, oversees the recruitment

and development of staff, and manages service delivery for both customer inquiries and

operational functions.

Key Responsibilities:

· Supervise day-to-day operations of the call center to ensure service quality and

efficiency.

· Provide leadership, coaching, and support to team leaders and agents to

optimize performance and succession planning

· Identify skill gaps and provide monthly one-on-one soft skills coaching for team

leaders and agents

· Assist team leaders in handling complex customer complaints or inquiries and

escalate issues to higher management as necessary

· Contribute to the design and implementation of new operational procedures

for improved service delivery

· Ensure compliance with established procedures and company regulations.

· Maintain effective relationships with internal and external stakeholders to ensure

smooth delivery of services.

· Stay informed of new products and services, ensuring the team is trained to

address customer queries

· Support and promote company service quality initiatives.

· Coordinate with service providers regarding daily operations when applicable.

· Assist in motivating, recognizing, and organizing incentives for team members.

· Schedule shifts, monitor attendance, and manage leave arrangements for

agents and support staff.

· May occasionally require work on weekends or evenings, and local business

trips as necessary

Educational, Skills and Experience:

· Bachelor’s degree in business administration, Marketing, Automotive, or a

related field.

· Minimum 3 years of supervisory experience in call centers, customer service, or

insurance/motor service operations

· Demonstrated leadership, coaching, and training abilities

· Excellent communication, negotiation, and interpersonal skills.

· strong customer service orientation and problem-solving skills · Strong analytical and problem-solving skills. · Goal-oriented and self-driven with a proven track record of achieving sales targets and business objectives. · Ability to work in a fast-paced, dynamic environment. · Proficiency in Microsoft Office Suite and CRM software.

Additional Requirements:

Willingness to travel as needed. · Valid driver’s license.

Location: Bahrain (With travel flexibility)

Typical Working Conditions

· Normal Working Hours 40 hours a week

· Working Timing 8:00 AM to 4:00 PM

· Work may require occasional weekend and/or evening work

· This job may require occasional business trips outside Bahrain