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