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Call Center Supervisor at Nasoft.eg

Sheikh Zayed, Giza, Egypt -

Full Time

Start Date

Immediate

Expiry Date

24 Jan, 26

Salary

0.0

Posted On

26 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Communication, Problem Solving, CRM Systems, Call Center Software, Coaching, Performance Monitoring, Customer Satisfaction, Operational Efficiency, Workforce Planning, Process Improvement, Training, Reporting, Escalation Handling, Shift Scheduling

Industry

Human Resources Services

Description

Nasoft is hiring for our client specialized on Telecommunication serving the Gulf Market, The Call Center Supervisor oversees daily operations of the customer service team, ensuring high-quality support, efficient handling of inquiries, and achievement of performance targets. This role involves coaching agents, monitoring KPIs, and implementing strategies to improve customer satisfaction and operational efficiency. *Responsibilities : Supervise and support a team of call center agents. Monitor call metrics (AHT, FCR, CSAT, etc.) and ensure service level agreements (SLAs) are met. Conduct regular performance reviews and provide coaching and feedback. Handle escalated customer issues and resolve complaints professionally. Schedule shifts and manage workforce planning to ensure coverage. Collaborate with other departments to resolve customer issues. Prepare daily/weekly/monthly reports on team performance. Train new hires and ensure ongoing development of team members. Implement process improvements to enhance customer experience and efficiency. Bachelor’s degree in Business, Communications, or related field (preferred). 2–4 years of experience in a call center environment, with at least 1 year in a supervisory role. Strong leadership and team management skills. Excellent communication and problem-solving abilities. Familiarity with CRM systems and call center software. Ability to work under pressure and manage multiple priorities. Five working days (in rotation) Eight hours of work (in rotation) The first shift begins at 8 AM, while the final shift concludes at 4 AM Must be available to work from home during night shifts Opportunities for learning and development Defined career progression

Responsibilities

The Call Center Supervisor oversees daily operations of the customer service team, ensuring high-quality support and efficient handling of inquiries. This role involves coaching agents, monitoring KPIs, and implementing strategies to improve customer satisfaction and operational efficiency.