Overview
Customer Relations Supervisor – UAEN Jobs in Sharjah, Sharjah Emirate, United Arab Emirates at Confidential Jobs
Title: Customer Relations Supervisor – UAEN
Company: Confidential Jobs
Location: Sharjah, Sharjah Emirate, United Arab Emirates
The CRM Supervisor is responsible for leading a team to deliver excellent customer service and achieve key performance indicators. This role involves daily supervision, performance coaching, training support, and ensuring compliance with company policies and service standards.
Roles and Responsibilities
- Ensure compliance with all company policies, procedures, and regulatory requirements.
- Supervise daily activities of contact center agents to ensure high-quality service delivery.
- Monitor team performance against KPIs.
- Conduct regular coaching, feedback sessions, and performance reviews.
- Address escalated customer issues and ensure resolution in a timely and professional manner.
- Support workforce management by overseeing schedules, adherence, and real-time monitoring.
- Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.
- Prepare performance reports and provide insights to management for continuous improvement.
- Foster a positive team environment that encourages accountability, motivation, and professional development.
Qualifications:
- 2+ years of experience in a contact center environment, with at least 1 year in a supervisory or leadership role.
- High school diploma or equivalent required; Bachelor’s degree preferred.
- Strong leadership, communication, and interpersonal skills.
- Proficient in using contact center systems and tools (e.g., CRM, telephony, WFM software).
- Ability to analyze data, identify trends, and make data-driven decisions.
- Flexible and able to adapt to changing business needs
