Call Center Supervisor

Company Overview

We are a dynamic group of fintech, digital, and telemarketing companies expanding across the GCC region. As part of our growth plan, we are building a high-performing call center team to deliver exceptional customer engagement, drive lead qualification, and support client onboarding into our financial platforms.

We are now seeking a Call Center Supervisor to lead, coach, and motivate a team of agents, ensuring operational excellence, KPI achievement, and outstanding client experiences.

Position Summary

The Call Center Supervisor oversees the daily operations of the customer service and telesales team. This role is responsible for guiding agents, monitoring performance, and handling escalations while ensuring that lead qualification, client registrations, and first-deposit targets are consistently met. The Supervisor plays a critical role in coaching team members, improving processes, and aligning operations with company policies and industry standards.

Key Responsibilities

Team Leadership & Performance Management

• Supervise and support the daily activities of call center agents.
• Motivate the team to achieve KPIs in lead qualification, client registration, and deposit conversion.
• Monitor calls to ensure adherence to scripts, compliance standards, and quality guidelines.
• Conduct regular performance reviews, coaching sessions, and development plans.
• Create and manage shift schedules to maintain adequate coverage.

Operational Oversight

• Handle escalated client calls, complaints, or complex issues with professionalism.
• Prepare daily, weekly, and monthly performance reports for management.
• Collaborate with management on campaign strategies to maximize results.
• Ensure compliance with company policies, procedures, and regulatory standards.

Training & Development

• Organize onboarding and continuous training sessions to improve sales and service effectiveness.
• Keep the team updated on new products, processes, and market developments.
• Provide constructive feedback to improve communication, sales techniques, and client handling skills.

Qualifications & Skills

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 3+ years’ experience in a call center environment, with at least 2 years in a supervisory or team leader role.
• Proven track record of leading KPI-driven telesales or customer service teams.
• Proficiency in call center software, CRM systems, reporting tools, and MS Office.
• Strong leadership skills with the ability to coach, motivate, and inspire.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities under pressure in a fast-paced environment.
• Fluency in Arabic and English (spoken and written); French or other languages are an advantage.
• Background in sales, fintech, or payments industries is a strong plus.

Core Competencies

• Leadership: Inspires and motivates team members to perform at their best.
• Sales Focus: Ensures KPIs are achieved through strong oversight and coaching.
• Customer-Centric Mindset: Prioritizes exceptional client service and satisfaction.
• Communication: Delivers feedback clearly and constructively.
• Analytical Thinking: Uses data and reporting to drive decisions.
• Adaptability: Thrives in a fast-changing fintech and telesales environment.
• Collaboration: Works closely with management and cross-functional teams to deliver results.