Customer Experience & Call Center Supervisor (Arabic Speaking)

About the role

The company is seeking a proactive Customer Experience & Call Center Supervisor who is fluent in Arabic to lead its Customer Service, Call Center, Customer Success, and Quality Operations teams. The role focuses on delivering an excellent customer experience across multiple channels while meeting operational KPIs.

Key responsibilities

• Supervise daily activities of Customer Care, Call Center, Customer Success, and Quality teams, assign tasks, and monitor attendance and shift schedules.
• Coach, train, and develop team members; conduct performance reviews and implement improvement plans.
• Ensure high‑quality service across phone, WhatsApp, email, CRM, and digital channels; monitor satisfaction and resolve complaints within agreed timelines.
• Oversee inbound call handling, response times, ticket creation, assignment, and closure; review call quality and manage escalations.
• Maintain accurate CRM updates, track leads and customer requests, and coordinate with Sales for lead conversion.
• Facilitate cross‑department coordination with Sales, Warehouse, Logistics, and Maintenance to resolve customer issues.
• Produce daily and periodic reports on service performance, complaints, response times, satisfaction, and quality audits.
• Assign priorities, recommend process improvements, and escalate operational issues to senior management.

Required profile

• Bachelor’s degree in Business Administration, Customer Service or a related field (preferred).
• 3–5 years of experience in customer service or call‑center supervision.
• Fluency in Arabic and strong communication skills in English.
• Proven leadership, coaching, and performance‑management abilities.

Required skills

• Proficiency with CRM platforms.
• Experience using call‑center management software.
• Data reporting and analysis capabilities.