Contact Center Supervisor
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Key skills for this role
About the Role
Sobha Realty seeks an experienced Contact Center Supervisor to lead a team of 15+ agents in a real estate environment. The role involves managing daily operations, driving performance metrics, coaching agents, and ensuring exceptional customer experience.
Key Skills for This Role
Responsibilities
- Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions
- Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met
- Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness
- Ensure compliance with organizational policies and industry best practices
- Handle escalations and provide timely resolutions to ensure customer satisfaction
- Prepare and present performance reports and insights to management
- Implement process improvements to enhance operational efficiency and customer experience
- Support hiring, onboarding, and training of new agents
Requirements
- 7 15 years of experience in contact center operations
- At least 2 3 years in a supervisory/lead role
- Mandatory experience in the Real Estate industry
- Proven experience managing a team of 15 or more agents
- Excellent communication, interpersonal, and leadership skills
- Ability to analyze data and drive performance improvement initiatives
- Strong problem solving and decision making abilities
- Proficiency in MS Office and contact center technologies
Full Job Posting
Overview
- We are seeking an experienced Contact Center Supervisor with a strong background in the Real Estate sector to lead and manage a high performing team of customer service agents.
Key Responsibilities
- Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions.
- Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met.
- Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness.
- Ensure compliance with organizational policies and industry best practices.
- Handle escalations and provide timely resolutions to ensure customer satisfaction.
- Prepare and present performance reports and insights to management.
- Implement process improvements to enhance operational efficiency and customer experience.
- Support hiring, onboarding, and training of new agents.
Key Requirements
- 7–15 years of experience in contact center operations, with at least 2–3 years in a supervisory/lead role.
- Mandatory experience in the Real Estate industry.
- Proven experience managing a team of 15 or more agents.
- Excellent communication, interpersonal, and leadership skills.
- Ability to analyze data and drive performance improvement initiatives.
- Experience in handling customer service driven environments.
- Strong problem solving and decision making abilities.
- Proficiency in MS Office and contact center technologies.
Preferred Skills
- Experience with CRM platforms (e.g., Salesforce)
- Knowledge of Dubai/UAE real estate market (if applicable)
- Multilingual abilities (advantage)
Compensation
- Pay: AED10,000.00 AED15,000.00 per month
Work Location
- Work Location: In person
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