Contact Center Supervisor - Community Management

About the role

Tafaseel BPO is recruiting, on behalf of its client, a Contact Center Supervisor with a strong background in community management. The supervisor oversees a team handling resident or community-related inquiries, ensuring high service quality, responsiveness and community engagement. The position is based in Dubai and is a full-time role.

Key responsibilities

• Supervise day-to-day operations of the contact center team managing community and resident inquiries.
• Ensure timely and professional handling of service requests, complaints and general communication.
• Act as the escalation point for unresolved or complex issues.
• Track and evaluate team performance, coach the team and support continuous improvement.
• Coordinate with the client's internal departments such as facilities, property management and communications.
• Maintain a clear understanding of the client's community policies, services and expectations.
• Prepare and present regular reports on contact center activity and community feedback.
• Support the training and onboarding of new team members with a focus on community engagement.

Required profile

• Essential experience in community management, for example in residential, real estate, facilities or related sectors.
• At least 2-4 years in a supervisory role within a contact center or customer service environment.
• Fluency in Arabic and English.
• Strong leadership and problem-solving skills, and excellent verbal and written communication.
• Ability to handle high-pressure situations and manage several tasks at once.

Required skills

• Familiarity with CRM and contact center tools.