Call Center Supervisor
Job Details
Skills And Tools:
Job Description
Job Summary
We are seeking an experienced and passionate Call Center Supervisor to lead our customer care 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 specialized in SG Group’s beauty offerings.
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 aligned with SG Group’s premium brand image.
Manage schedules, shift rotations, and handle real-time task assignment.
???? Client Experience Management
Ensure prompt and professional handling of appointment bookings, service inquiries, follow-ups, and client concerns.
Handle escalations and special requests (e.g., VIP clients, sensitive cases).
Ensure agents have up-to-date knowledge of SG Group services like PRP hair treatments, lash extensions, microblading sessions, and skin rejuvenation packages.
???? 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.
Identify gaps in performance and provide action plans for improvement.
???? Training & Development
Support onboarding and continuous training programs focused on service excellence and beauty-specific knowledge.
Coordinate with service branches to keep staff informed on new techniques, promotions, and updates.
???? Reporting & Strategy
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.
Job Requirements
Qualifications
2–4 years of experience in a call center supervisory role, preferably in beauty care, wellness, or healthcare industries.
Strong knowledge or interest in hair, skin, and beauty treatments.
Excellent leadership, interpersonal, and customer service skills.
Familiar with CRM systems, booking platforms, and messaging apps (e.g., WhatsApp Business).
Strong problem-solving ability and attention to detail.
Fluent in [English and Arabic] or other relevant languages.
Nice to Have
Experience in working with multi-branch or franchise-based beauty centers.
Knowledge of treatment protocols of beauty
Sales-oriented mindset to support upselling and cross-selling efforts.
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