We are seeking an experienced Call Center Supervisor to oversee the daily operations of our call center. The ideal candidate will lead and motivate the team, ensure performance targets and KPIs are achieved, and maintain a high standard of customer satisfaction. This role requires strong leadership, analytical thinking, and communication skills to drive service quality and operational excellence.

Key Responsibilities:

Lead, supervise, and motivate call center agents and team leaders.

Monitor and analyze performance metrics (KPIs) such as call handling time, service levels, and customer satisfaction.

Develop and implement training programs to enhance product knowledge, communication, and customer service skills.

Prepare performance reports and share insights with management for continuous improvement.

Handle escalated customer issues and ensure timely resolution.

Plan and manage workforce scheduling to ensure optimal coverage.

Identify process gaps and recommend improvements for better efficiency.

Collaborate with other departments to streamline operations and enhance customer experience.

Maintain a positive, performance-driven, and customer-focused work environment.

Qualifications and Skills:

Bachelor’s degree in Business Administration, Management, or a related field.

3–5 years of experience in a call center leadership/managerial role or 5–10 years in a supervisory capacity.

Proven experience in team management, performance monitoring, and training.

Strong understanding of call center KPIs and operational metrics.

Excellent communication, leadership, and problem-solving skills.

Proficiency in CRM and call center software systems.

Bilingual (Arabic & English) candidates preferred.

Qualified applicants may send their resumes to: apply@dotlynx.ca

Job Type: Full-time