Previous call center supervision or management role.
About the Role:
We are seeking an experienced Call Center Supervisor to lead our newly formed call center operations, and drive excellence in customer interactions.
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.
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):
Do you have experience setting KPI's and QA metrics in call center?
Experience:
* Call Center Supervision: 2 years (Required)
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