Call Center Supervisor

About the Company: Extensya is a global leader in operating and managing customer service centers, with a strong presence across the Middle East. The company provides customer support services to several major organizations in various sectors, offering innovative solutions and high-quality services.Job Title: Call Center SupervisorLocation: On-site at Extensya offices in RiyadhReports to: Site ManagerWorking Days: 5 days per weekKey Responsibilities: • Supervise daily call center operations and ensure team performance meets company standards. • Ensure service quality through call monitoring and maintaining overall customer satisfaction. • Oversee training progress while coaching and motivating team members to achieve individual and team KPIs. • Prepare and analyze performance reports to identify areas for improvement and development. • Handle customer complaints and escalations, providing effective and timely solutions. • Coordinate with other departments to ensure workflow efficiency and issue resolution. • Plan and organize shift schedules to ensure sufficient staffing coverage at all times. • Conduct regular meetings to share updates, provide feedback, and enhance team engagement. • Participate in the recruitment, training, and onboarding of new call center agents. • Ensure compliance with company policies, procedures, and customer service quality standards.Qualifications: • Diploma or Bachelor’s degree in Business Administration or a related field. • Minimum of 3 years of supervisory or leadership experience in a call center environment. • Strong leadership, coaching, and team management skills. • Excellent communication and problem-solving abilities. • Fluency in both Arabic and English (spoken and written). • Strong analytical and reporting skills. • Ability to work under pressure and manage multiple priorities in a fast-paced environment. • Proficiency in Microsoft Office and call center systems/tools.