Call Center Supervisor

About the role

We are building a high‑performing call centre team to deliver exceptional customer engagement, drive lead qualification and support client onboarding into our financial platforms. The Call Center Supervisor will lead, coach and motivate a team of agents to ensure operational excellence and KPI achievement.

Key responsibilities

• Supervise daily activities of call centre agents, monitor calls for script adherence and quality.
• Motivate the team to meet KPIs in lead qualification, client registration and deposit conversion.
• Handle escalated client calls and complaints professionally.
• Prepare daily, weekly and monthly performance reports for management.
• Organise onboarding and continuous training sessions, keep the team updated on new products and processes.

Required profile

• Bachelor’s degree in Business, Communications or related field (preferred).
• 3+ years of call centre experience with at least 2 years in a supervisory role.
• Proven track record of leading KPI‑driven telesales or customer service teams.
• Fluency in Arabic and English (spoken and written); additional languages a plus.

Required skills

• Proficiency with call centre software and CRM systems.
• Experience using reporting tools and MS Office.