Contact Center Supervisor
Elon It
Description
The Contact Center Supervisor is to lead, coach, and manage a team of Contact Center Agents responsible for handling inbound and outbound visitor interactions through phone, chat, email, and social media. The Contact Center Supervisor ensures service excellence, adherence to performance standards, and optimal team productivity while maintaining a positive work environment that supports continuous improvement and a superior visitor experience.
Responsibilities
Requirements
Qualifications, Skills & Competencies
Education & Certification
- Minimum: Bachelor’s Degree in Business Administration, Tourism, Hospitality, Communications, or a related field.
- Preferred: Certification in Contact Center Management, Customer Experience, or Leadership Training.
Experience
- 3–5 years of experience in a contact center environment, with at least 2 years in a supervisory or team lead role.
- Proven experience managing inbound and outbound teams, preferably within tourism, hospitality, or destination services.
- Hands-on experience with Contact Center and CRM software (e.g., Cisco, Genesys Salesforce, Zendesk …).
Technical Skills
- Strong working knowledge of CRM systems, call routing, and reporting dashboards.
- Proficient in MS Office Suite (Excel, PowerPoint, Word, Outlook).
- Ability to interpret analytics and performance data.
Salary:
SAR 10,000 to 15,000 per month inclusive of fixed allowances.
Additional benefits: Medical Insurance