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Job Description
Job Summary
We are seeking an experienced and motivated Call Center Supervisor to manage and lead the KSA Account call center operations. The role is responsible for ensuring a premium client experience across all touchpoints—from first contact to aftercare—while supervising a high-performing team of agents specialized in SG Group’s beauty care services for the Saudi market.
The position requires strong leadership, service excellence, KPI-driven performance management, and alignment with KSA client expectations and regulations.
Key Responsibilities
1. Team Supervision & Leadership
- Supervise daily call center operations for the KSA account, including inbound/outbound calls, WhatsApp, social media inquiries, and live chat.
- Lead, coach, and motivate agents to deliver high-quality service and achieve booking and conversion targets.
- Manage schedules, shifts, attendance, and workload distribution in line with operational needs and KSA business hours.
- Ensure compliance with SG Group policies, scripts, quality standards, and service protocols.
2. Client Experience Management
- Ensure prompt, professional handling of:
- Appointment bookings
- Service inquiries
- Follow-ups and confirmations
- Client complaints and feedback
- Handle escalations, VIP clients, and sensitive cases with professionalism and confidentiality.
- Ensure agents have updated knowledge of SG Group services offered to KSA clients, including:
- PRP hair treatments
- Lash extensions
- Microblading & permanent makeup
- Skin rejuvenation and aesthetic packages
- Maintain service quality consistent with premium Saudi market standards.
3. Performance Monitoring & KPIs
- Monitor and analyze KPIs, including:
- Response and resolution time
- Conversion and booking rates
- Average handling time (AHT)
- Customer Satisfaction Score (CSAT)
- Conduct regular performance evaluations and provide structured coaching.
- Identify performance gaps and implement corrective and improvement action plans.
4. Training & Development
- Support onboarding programs for new agents assigned to the KSA account.
- Ensure continuous training on:
- Service excellence
- Beauty-industry knowledge
- Saudi client communication standards
- Coordinate with branches and operations to update the team on new services, promotions, and process changes.
5. Reporting & Strategy
- Prepare and submit weekly and monthly performance reports for management.
- Provide insights on client behavior, recurring issues, and opportunities to improve service flow and conversion.
- Collaborate with marketing and operations teams to align campaigns, offers, and messaging for the Saudi market.
Job Requirements
- Bachelor’s degree or equivalent (preferred).
- 3–5 years of experience in call center operations, with 1–2 years in a supervisory role.
- Experience handling GCC or KSA accounts is highly preferred.
- Background in beauty, healthcare, hospitality or service-based industries is an advantage.
- Fluent Arabic (mandatory); English is required.
- Strong leadership, communication, and problem-solving skills.
- Understanding of Saudi customer expectations and service culture.
- Ability to work flexible shifts based on KSA operational needs.