ChinUp Agency
Contact Center Supervisor
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Job Description
- Supervise day-to-day contact center operations and ensure agents follow service standards and company policies.
- Monitor agents’ performance, schedule, productivity including answer rate, adherence, occupancy rate, agent forecasting, and calls quality.
- Provide coaching, feedback, and on-the-job training to improve agent performance and customer experience.
- Monthly Tracking for agent KPIs, deliver constructive performance reviews, and implement targeted improvement plans when needed.
- Track key performance indicators such as service level, average handling time, first contact resolution, quality score, and customer satisfaction.
- Participate in weekly QA calibration meetings with Quality Auditing teams to improve quality calls and agents performance.
- Enhance Contact Center Database, including FAQs , Calls Scripts, knowledge base and customer journey tracking.
- Handle escalated customer complaints and ensure timely resolution in line with approved processes.
- Prepare daily, weekly, and monthly performance reports for the function manager.
- Support agents with system, process, product, and policy inquiries during live operations.
- Collaborate with Quality, Workforce team, Training, Operations, and other departments to improve service quality.
- Promote a positive team environment focused on accountability, professionalism, and continuous improvement.
Requirements & Qualifications
- Bachelor's degree in Business Administration, Commerce, Management, or a related field
- Minimum 5 years of experience including two years in supervisory level or team leader.
- Excellent command of Microsoft Office (especially Excel and PowerPoint).
- Good knowledge of CRM and Contact Center systems (e.g., Zendesk, Freshdesk, Odoo, or similar).
- Very Good experience with call center reporting and performance dashboards
- Good English level
- Good in communication Skills.
- Good presentation skills.
- Good leadership skills.
EGjobank Analysis
Quick Role Summary
Opportunity as "Contact Center Supervisor" at Tank located in القاهرة on a Full-Time basis, suited for Fresh Graduate candidates, within Marketing & Sales. Key details from listing: • Supervise day-to-day contact center operations and ensure agents follow service standards and company policies. • Monitor agents’ performance, schedule,…
The Egyptian Job Bank editorial team prepares curated overviews and actionable application guidance for every listing, preserving official employer details.
Application Tips
- Tailor your CV headline to match "Contact Center Supervisor" and feature measurable achievements in the top third of your resume.
- Customize your cover note for القاهرة: explain why this location and work arrangement suit your availability and how you add value to the team.
- Highlight relevant practical experience, key responsibilities, and specific business impact.
- Showcase practical projects, accredited certifications, and strong language skills to complement experience.
- After applying, monitor your status from your dashboard and stay prepared for an interview invitation.
Readiness Checklist
- Updated CV in standard PDF format with a professional filename
- Skills aligned with the stated role requirements
- Availability for work in القاهرة or remote if specified
- Measurable achievement examples prepared for interview talking points
- Egyptian Job Bank candidate profile ready for application tracking
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