JOB DESCRIPTION
Job Title: | Call Center Supervisor | O*NET Code: | 43-1011.00 (First-Line Supervisors of Office and Administrative Support Workers) |
Job Level: | L4 — Team Leader / Supervisor | Band C | Grade 9–10 | Job Code: | AB-CS-02 |
Sector: | Customer Service | Company: | Al-Bashiq Company |
Division: | Customer Service | Department: | Call Center / Customer Service Department |
Section: | Call Center Operations | Reports To: | Customer Service Manager |
Subordinates: | Call Center Agents | Functional Manager | Customer Service Manager |
Job Purpose |
Supervise the Al-Bashiq (Taxi Al-Musafer) call centre team to ensure delivery of consistently high-quality customer service, monitor agent performance against defined KPIs, and continuously improve operational efficiency to achieve customer satisfaction and the company's service objectives. The role applies supervisory expertise within the Call Center / Customer Service domain, ensuring day-to-day operations meet quality, SLA, and ISO 9001:2015 requirements. |
Key Duties & Responsibilities |
● Plan and assign daily tasks, call queues, and shift schedules for call centre agents to ensure optimum coverage and service continuity. ● Monitor real-time and recorded calls to assess agent performance, identify coaching opportunities, and ensure adherence to quality standards. ● Review and analyse performance reports (AHT, FCR, CSAT, SLA) and submit recommendations to management for operational improvements. ● Conduct regular one-to-one feedback sessions and team briefings to communicate targets, share best practices, and address performance gaps. ● Handle escalated or complex customer complaints that exceed agent authority, ensuring prompt and professional resolution. ● Coordinate with other departments (Operations, HR, IT) to resolve systemic issues affecting call centre performance. ● Ensure the customer management system and call-routing configurations are functioning correctly; liaise with IT for any technical faults. ● Maintain accurate records of complaints, escalations, and resolutions in the CRM system in compliance with company policy. |
Qualifications & Requirements |
Bachelor's degree in Business Administration, Management, Communications, or a related discipline.
● Languages: Proficiency in Arabic (native or near-native) and English (intermediate — for reporting, system management, and correspondence). ● Computer literacy: Proficiency in call centre platforms, CRM systems, and Microsoft Office (Word, Excel, PowerPoint). ● Quality standard awareness: Knowledge of ISO 9001:2015 service-quality principles; familiarity with SLA management frameworks. |
Experience |
Minimum 3–5 years in a customer service or call centre environment, including at least 1–2 years in a supervisory or team-leader capacity.
● Proven track record of meeting or exceeding SLA and CSAT targets in a fast-paced service environment. ● Demonstrated experience coaching front-line service staff and driving measurable performance improvements. ● Ability to operate within an Iraqi-Group setting, working with cross-functional stakeholders and applying structured escalation procedures. |
Skills & Competencies (Knowledge, Skills and Abilities) |
Knowledge ● Administration & Organization [Expert] — scheduling, workflow design, and operational reporting ● Customer Service [Advanced] — service-recovery frameworks, SLA management, and CX best practices ● English Language [Proficient] — system administration, report writing, and correspondence ● Administrative Procedures [Proficient] — HR processes, attendance tracking, and compliance documentation ● Computers & Electronics [Foundational] — call centre technology and CRM system administration
Skills ● Reading Comprehension [Expert] — interpreting performance reports and operational policies accurately ● Active Listening [Advanced] — monitoring calls and capturing agent-development needs ● Speaking & Communication [Proficient] — conducting briefings, delivering feedback, and managing escalations ● Monitoring [Proficient] — real-time supervision of call queues and agent activity dashboards ● Social Perceptiveness [Foundational] — reading team dynamics and individual performance patterns ● Coordination [Foundational] — aligning call centre activity with cross-departmental requirements
Abilities ● Leadership & Team Development — motivate a front-line team and build a continuous-improvement culture ● Analytical Thinking — translate call-centre data into actionable coaching plans and process improvements ● Decision Making under Pressure — resolve escalated issues and shift-management crises quickly and calmly ● Attention to Detail — ensure accuracy in reporting, system records, and compliance documentation |
Key Performance Indicators (KPIs) |
● Service Level Achievement (SLA) — Target: ≥ 90% | Frequency: Monthly | Source: Call centre system ● Overall Customer Satisfaction Score (CSAT) — Target: ≥ 85% | Frequency: Monthly | Source: Customer surveys ● Average Call Quality Monitoring Score — Target: ≥ 85% | Frequency: Monthly | Source: QA team audit |
Prepared by: (Direct Manager) | Reviewed by: (BUHR / HRBP) | Approved by: (Group OD Manager) | Approved by: (Group HR Director) |
Name: ____________ Position: _________ Signature: ________ Date: ____________ | Name: ____________ Position: _________ Signature: ________ Date: ____________ | Name: ____________ Position: _________ Signature: ________ Date: ____________ | Name: ____________ Position: _________ Signature: ________ Date: ____________ |
Acknowledgement This certifies that I have read the job description and I am able to perform all essential duties as outlined. Employee Name: ________________ Signature: ________________ Date: ________________ |
