Call Center Supervisor - Hawally, Kuwait

A leading and distinguished company in the Kuwaiti market is now accepting applications for the position of Call Center Supervisor at its headquarters located in the Hawally area of Kuwait. This role represents a genuine leadership opportunity for ambitious individuals who possess a passion for leading teams, enhancing customer experience, and driving performance towards excellence.

Job Description and Key Responsibilities

The successful supervisor will bear strategic and operational responsibilities to ensure the smooth and highly efficient functioning of the call center. Key duties include:

• Direct Leadership and Supervision: Supervising a team of customer service representatives within the call center, providing daily guidance, and offering necessary support to handle complex inquiries and complaints.
• Quality and Performance Assurance: Monitoring and analyzing the team's Key Performance Indicators (KPIs), such as First Contact Resolution rate, Average Handle Time, and Customer Satisfaction scores. Developing continuous improvement plans to enhance these metrics.
• Training and Development: Identifying the team's training needs and organizing regular coaching sessions to enhance communication skills, product knowledge, and proficiency in relevant systems.
• Reporting: Preparing detailed periodic reports on team performance, workload volume, customer complaint trends, and presenting them to senior management.
• Schedule Management: Creating and managing team schedules to ensure adequate coverage for operating hours and peak call times, while balancing business needs with employee welfare.
• Championing Customer Service Culture: Serving as a role model for exceptional customer service, fostering a culture of positivity, empathy, and problem-solving commitment within the team.
• Handling Escalations: Personally managing sensitive or complex customer escalations, ensuring they are resolved promptly and effectively to maintain the company's reputation.

Qualifications and Core Requirements

To be a suitable candidate for this leadership opportunity, you must meet the following criteria:

• Work Experience: A minimum of 3 to 5 years of practical experience in customer service or call center environments, with at least 2 years of proven experience in a supervisory or leadership role.
• Leadership Skills: Strong ability to motivate and lead a team towards achieving targets, coupled with excellent communication, delegation, and conflict-resolution skills.
• Technical Proficiency: Good knowledge of call center systems (ACD), Customer Relationship Management (CRM) software, and Microsoft Office applications, particularly Excel for reporting and analytics.
• Analytical Skills: The ability to analyze data and metrics to derive actionable insights for process improvement and informed decision-making.
• Languages: Excellent command of Arabic (as the primary language), with good proficiency in English (reading, writing, and speaking).
• Personal Attributes: A proactive leadership personality, ability to work under pressure, high flexibility, and exceptional organizational and planning skills.

What the Company Offers

While the specific details of the benefits package are not publicly disclosed, supervisory roles within leading companies in Kuwait typically involve:

• A stimulating and professional work environment.
• Genuine opportunities for career growth and development within the organizational structure.
• A competitive salary commensurate with experience and qualifications.
• A comprehensive benefits package in accordance with Kuwaiti labor law and company policies.

How to Apply for This Position

Applications for this role are submitted via the specialized online platform Naukrigulf. Please prepare a modern, professional Curriculum Vitae (CV) in both Arabic and English, focusing on highlighting your supervisory experience and tangible achievements in managing customer service or call center teams. Ensure your contact information is clearly included.

Note: The company name is confidential at this initial stage, indicating a meticulous selection process aimed at attracting candidates who are the right fit for the organizational culture.

If you are an ambitious leader seeking a new challenge in a dynamic work environment and believe in your ability to make a significant difference in customer experience, this position could be the ideal next step in your professional career path.