Call Center Supervisor

Company profile



Dahabshiil is an international funds transfer company headquartered in Dubai, United Arab Emirates. Formed in the early 1970s, the firm operates from over 24,000 outlets and employs more than 2,000 people across 126 countries

Job Details
Employer: DAHABSHIIL Company
Job Title: Call Center Supervisor Featured job
Job Type: Full-Time
Location: Hargeisa
Category: Other


Vacancy Announcement

  • Position: Call Center Supervisor
  • Reporting to: eDahab Operations Manager
  • Hours: Full-time Regular
  • Location: Dahabshil Buildings, Hargeisa Main Road, Opp. Dahabshiil Mall
  • Salary: Commensurate with required experience and qualifications

Job brief

We are looking for a competent Call center supervisor to organize and direct the staff of our call center as they field calls from clients. You will be responsible for assessing their work and give them feedback to maximize performance.

An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills, be able to lead and motivate. He/she will be organized and reliable as well as results-oriented.

The goal is to drive excellent performance from your team that will bring sustainable business growth.

Roles and Responsibilities

  • Assist in the formulation of targets for individuals and teams.
  • Preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services.
  • Answer questions from staff and provide guidance and feedback.
  • Anticipate escalation and take over calls when needed.
  • Devise ways to optimize procedures and keep staff motivated. 
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Keep management informed on issues and problems.
  • Preparing daily/monthly/annual results and performance reports.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.

Minimum Qualifications:

Required Experience & Qualifications

  • BSc degree in Sales, Business Administration or relevant field.
  • Proven experience as call center supervisor or similar supervisory position.
  • Strong negotiation skills with a problem-solving attitude. Outstanding communication and Proficiency with technology, especially computers, software applications, and phone systems.
  • Should be fluent in Somali and Proficient in English; Good knowledge of additional languages such as Arabic will be a definite plus.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
  • Excellent organizational and leadership skills. 

Desired Experience & Qualifications

  • BA/BS degree in Sales, Business Administration, relevant field, Master degree will be a definite plus.
  • Experience in customer service is essential.
  • Strong interpersonal and presentation skills.
  • Skills in conducting basic research on the Internet.
  • Excellent organizational skills and attention to detail.
  • High comfort level with writing reports, analyzing and summarizing data from diverse sources, interviews, meetings, surveys and focus groups, and ability to deliver work on a timeline.
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.


If you think you are a great fit, please submit your Application and a detailed resume to on or before Saturday February 9th, 2019.

Only candidates who meet the required criteria for this position will be contacted.

Dahabshiil is equal employment opportunity Employer


Publish date: 2019-02-07 11:55:49
Premium Job: Yes
Back   Back   Print   Print   Company's jobs   Company's jobs     Views   Hits:450   Apply to this job   Apply       Add note     Add note        

You are here: Home