Job Summary
We are seeking an experienced and passionate Tele-Sales Supervisor to lead our B2C sales team. In this role, you'll ensure our clients receive top-tier service from first contact to aftercare, while supporting a high-performing team of agents.
Key Responsibilities
- Team Supervision & Leadership
- Supervise daily operations of the call center (calls, WhatsApp, social media inquiries, and live chat).
- Coach and motivate agents to deliver excellent client service.
- Manage schedules and handle real-time task assignment.
- Client Experience Management
- Ensure prompt and professional handling of appointment bookings, service inquiries, follow-ups, and client concerns.
- Performance Monitoring
- Track KPIs such as response time, conversion rate, call handling time, and customer satisfaction scores (CSAT).
- Provide regular feedback, coaching, and performance reviews for agents.
- Generate weekly and monthly reports for management.
- Provide insights on client feedback, recurring concerns, and opportunities to improve service flow.
- Collaborate with marketing and operations to align messaging and promotional efforts.
Qualifications
- 24 years of experience in a call center supervisory role.
- Having experience in training field is a plus
- Excellent leadership, interpersonal, and customer service skills.
- Familiar with CRM systems, and messaging apps (e.g., WhatsApp Business).
- Strong problem-solving ability and attention to detail.
- Fluent in [English and Arabic] or other relevant languages.
