PLEASE ONLY APPLY IF YOU MEET BELOW REQUIREMENTS.

A proof of previous leadership role and evidence of achievements should be provided. Technical test on CRM, IT Literacy, MS excel & Power Point, and English language proficiency shall be conducted. So please only apply if you meet all requirements.

Availability: Immediate hire
Employment Type: Full-time

About the Role:

We are seeking an experienced Call Center Supervisor to lead our customer service operations and drive excellence in customer interactions. The ideal candidate must be bilingual (Arabic & English), available immediately, and hold a own visa. A proven track record of success in previous leadership roles within the call center industry is a must.

Key Responsibilities:

• Oversee the daily operations of the call center, ensuring efficient and high-quality service.
• Monitor KPIs and SLAs, ensuring operational goals and performance targets are met.
• Implement strategic improvements to enhance customer experience and call center efficiency.
• Develop and execute training programs to maintain high service standards.
• Handle escalations and complex customer issues effectively.
• Work closely with other departments (sales, operations, IT) to optimize workflows.
• Generate and analyze reports to track performance, identify trends, and implement corrective actions.

Required Qualifications & Experience:

• Bilingual (Arabic & English) – Must be fluent in both languages.
• Experience in BPO, or technical support is a must.
• Immediate Availability – Must be ready to start right away.
• Proven Track Record – At least 5+ years of experience in call center management with a history of successfully leading teams and improving operations.
• Strong leadership and people management skills.
• Proficiency in call center software, CRM systems, MS Office, and reporting tools.

Preferred Qualifications:

• Knowledge of AI-driven customer support tools and digital transformation strategies is a plus.
• Strong analytical skills with the ability to interpret performance metrics and drive improvements.

How to Apply:
Interested candidates meeting the above criteria should send their CV and a cover letter detailing their achievements in previous roles to careers@dotlynx.ca.

Subject field should read: Call Center Supervisor Application- (Your Name)

Only candidates who meet the stated requirements will be contacted for interviews.

Job Types: Full-time, Permanent

Application Question(s):

• Are you excellent in MS Excel and Outlook?

Experience:

• Call Center Manager/ Supervisor: 3 years (Required)

Application Deadline: 28/02/2025