Role Overview

We are looking for an experienced BPO Supervisor to manage and develop a team delivering outsourced business support services primarily to UK-based clients.

You will be responsible for day-to-day operations, team performance, service quality and productivity, while helping us grow and develop our Dubai BPO operation.

Key Responsibilities

• Manage and supervise a team of BPO executives/agents.
• Allocate workloads and monitor daily productivity.
• Track KPIs, attendance, quality and individual performance.
• Coach, train and motivate team members.
• Ensure client SLAs and service standards are consistently achieved.
• Conduct quality checks and resolve operational issues.
• Prepare daily and weekly performance reports.
• Communicate professionally with UK-based clients.
• Assist with recruitment and onboarding as the team grows.
• Identify opportunities to improve processes and efficiency.
• Support business growth and identify opportunities to expand client accounts.
• Maintain confidentiality and high standards of data security.

Requirements

• Previous BPO, call centre, shared services or outsourcing experience.
• Team leader or supervisory experience preferred.
• Excellent spoken and written English.
• Strong leadership and people-management skills.
• Comfortable communicating with UK clients.
• Good knowledge of Microsoft Office, CRM systems and reporting.
• Target-driven, commercially minded and highly organised.
• Experience managing offshore teams is an advantage.
• Excellent written and spoken english