About Company
Join Career.zycto, where we empower professionals to thrive in pivotal roles across diverse industries. As a premier recruitment partner in the UAE, we pride ourselves on building exceptional teams and fostering environments where talent can truly shine. We understand the unique demands of a Call Centre Supervisor, especially during evening hours, and connect leaders with companies that value their strategic oversight and dedication. Here, your ability to inspire and manage will be celebrated, placing you at the forefront of operational excellence.
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Job Description
Are you an experienced and dynamic leader with a passion for driving customer service excellence? Career.zycto is seeking a dedicated Call Centre Supervisor to oversee our evening operations on Sheikh Zayed Road, Dubai. This pivotal role requires a proactive individual who thrives in a fast-paced environment and is committed to fostering a high-performing team during crucial evening hours. You will be instrumental in ensuring seamless customer interactions, resolving complex issues, and motivating a team of customer service professionals to consistently exceed targets and deliver unparalleled service quality.
As the Evening Hours Supervisor, you will be the backbone of our call centre’s late shift, responsible for maintaining operational efficiency and a positive, productive atmosphere. This isn’t just about managing; it’s about mentoring, inspiring, and empowering your team to reach their full potential. You’ll use your keen analytical skills to monitor performance metrics, identify areas for improvement, and implement effective strategies to enhance customer satisfaction and agent productivity. Your leadership will directly impact our ability to provide consistent, high-quality support around the clock, ensuring that our customers receive the best possible assistance, regardless of the time of day.
Beyond daily oversight, you will be responsible for creating and sustaining a culture of continuous improvement. This includes regularly reviewing call quality, conducting performance evaluations, and providing constructive feedback that drives individual and team growth. We are looking for someone who is adept at handling escalated customer queries with composure and professionalism, turning challenging situations into positive outcomes. Your ability to quickly assess situations, make informed decisions, and implement solutions will be critical. You will also play a key role in ongoing training and development, ensuring our evening team is equipped with the knowledge and tools needed to excel with new products, services, and operational procedures.
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If you possess a strong understanding of call centre operations, exceptional communication skills, a robust understanding of CRM systems, and a proven track record in supervisory roles, particularly in an evening shift capacity, we encourage you to apply. This is a unique opportunity to lead a vital segment of our customer service operations, contributing significantly to our reputation for excellence and client satisfaction in the heart of Dubai. Join us in making every evening interaction count.
Key Responsibilities
- Supervise and lead a team of call centre agents during evening shifts, ensuring adherence to company policies and performance standards.
- Monitor call quality, agent performance metrics (AHT, FCR, CSAT), and provide regular coaching and feedback for continuous improvement.
- Handle escalated customer inquiries and complaints, ensuring swift and satisfactory resolution.
- Develop and implement strategies to enhance customer satisfaction and achieve service level agreements (SLAs).
- Conduct performance evaluations, identify training needs, and facilitate ongoing development for team members.
- Prepare daily, weekly, and monthly performance reports for management.
- Ensure the team is fully staffed, motivated, and engaged to meet operational demands.
- Collaborate with other supervisors and departments to ensure seamless operations and consistent service delivery.
- Maintain up-to-date knowledge of products, services, and call centre technologies.
Required Skills
- Proven experience as a Call Centre Supervisor or similar role for a minimum of 4 years.
- Strong leadership and team management abilities, particularly in an evening shift environment.
- Excellent verbal and written communication skills in English.
- Proficiency in CRM software and call centre management systems.
- Demonstrated ability to analyze performance data and implement effective strategies.
- Exceptional problem-solving and decision-making capabilities.
- Ability to work effectively under pressure and manage multiple priorities.
- Strong customer service orientation and conflict resolution skills.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Fluency in additional languages (e.g., Arabic, Hindi, Tagalog) is a strong advantage.
- Experience in a multinational call centre environment.
- Certification in customer service or call centre management.
- Knowledge of quality assurance processes within a call centre.
Perks & Benefits
- Competitive salary package with evening shift allowance.
- Comprehensive health insurance and benefits.
- Opportunities for professional development and career advancement.
- A dynamic and supportive work environment.
- Located in the vibrant business hub of Sheikh Zayed Road, Dubai.
- Paid annual leave and public holidays.
How to Apply
Interested candidates are invited to submit their comprehensive resume and a cover letter detailing their relevant experience and availability for evening shifts. Please click on the link below to apply for this job.
