Bilingual Call Center Supervisor – English & Arabic
Job Summary
We are seeking an experienced and bilingual Call Center Supervisor to manage and support our team in Abu Dhabi. The ideal candidate will be fluent in both English and Arabic, possess strong leadership skills, and have previous experience in a call center or customer service environment. Experience in real estate or facilities management is an advantage.
Key Responsibilities
- Supervise and manage a team of call center agents to meet performance KPIs.
- Step in as a backup agent during absences or peak times.
- Oversee daily operations including staffing, call volumes, and task allocation.
- Ensure compliance with schedules, break times, and shift coverage.
- Monitor performance metrics such as AHT, CSAT, and FCR via reports and dashboards.
- Conduct quality audits and call evaluations regularly.
- Provide performance feedback, coaching, and training to team members.
- Foster a positive and motivating team environment.
- Act as the first point of escalation for complex customer inquiries.
- Maintain records including attendance, performance logs, and coaching sessions.
- Submit timely performance reports to operations management.
Requirements
- Minimum 2 years of experience in a supervisory role within a call center.
- Bilingual: Fluent in English and Arabic (spoken and written).
- Strong communication, leadership, and conflict-resolution skills.
- Experience in real estate or facilities management is preferred.
- Must be based in or willing to relocate to Abu Dhabi.
- Immediate joiners are highly preferred.
Job Types: Full-time, Permanent
Pay: AED6,500.00 per month
Ability to commute/relocate:
- Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- If selected, can you join immediately?
Experience:
- call center supervisory : 2 years (Preferred)
Language:
- fluent Arabic (Required)
- fluent English (Required)