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Call Center Supervisor
Confidential
Baladiyat ad Dawhah, QAT
Full-time
Entry
Onsite
Discovered Today
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We are currently seeking an experienced
Call Center Supervisor Or Fm Supervisor
to join our Facilities Management Department.
The role is responsible for managing the FM helpdesk and call center operations, ensuring that all service requests are accurately recorded, prioritised, assigned, monitored, escalated, and closed in accordance with contractual SLAs and service standards.
Responsibilities
- Supervise daily FM helpdesk and call center operations, including rosters, workload, and service quality.
- Ensure calls, emails, WhatsApp, and portal requests are accurately logged in the CAFM/helpdesk system.
- Monitor work orders, response times, closures, and SLA compliance.
- Coordinate with FM teams, contractors, and clients to ensure timely resolution of requests.
- Handle escalations, emergency incidents, complaints, and potential SLA breaches.
- Prepare daily reports and monthly KPI reports.
- Coach and monitor call center agents to maintain service standards.
Qualifications
- Diploma or Bachelor’s degree in Facilities Management, Business Administration, Engineering, or related field.
- 3–5 years of experience
in FM helpdesk, call center supervision, customer service, or operations coordination.
- Experience with
CAFM/helpdesk systems
; Oracle ERP or Maximo is an advantage.
- Knowledge of FM operations, PPM, SLAs, and KPI reporting.
- Strong leadership, communication, coordination, and Excel/reporting skills.
- Excellent English;
Arabic is an advantage
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