Supervisor Contact Center

AWASRMuscat, Muscat Governorate, Oman

3 days ago

Job description

Position Information

Division : Commercial
Department : Customer Excellence
Role Designation : Supervisor Contact Center
Dimension : Voice & Messaging Team Leaders (Inbound, Outbound, B2C, B2B, VIP & Priority Customers)
Reports To : Senior Manager Customer Excellence
Internal Interfaces : QA & Training, Workforce Planning, IT / Telephony, Product, Billing

Role Purpose

To lead and optimise all inbound and outbound voice & messaging interactions across the contact centre, ensuring exceptional customer experience, efficient queue and resource management, and continuous service improvement. This role oversees workforce management, call handling teams, system utilisation, SLA adherence, and channel performance across campaigns and service areas.

Key Accountabilities and Responsibilities

Operational Accountabilities

Manage daily operational effectiveness of inbound and outbound voice and messaging teams.

Ensure all-round compliance with service levels, SOP adherence, and customer interaction handling metrics.

Deploy dynamic resourcing to meet fluctuating call volumes and campaign needs.

Act as senior escalation point for priority or sensitive voice contacts.

Analyze call trends, agent performance, and root causes of repeat calls to drive continuous improvement.

Operationalize QA, training, and script improvements based on call listening and analytics for improved customer experience.

Optimize IVR routing, contact containment, and call-backs to improve customer journeys.

SLA Achievement

Abandonment Rate

Average Wait Time

First Contact Resolution

Voice CSAT

Containment / Deflection via IVR or Callback

Employee Satisfaction

Periodically report performance to management, weekly, monthly, quarterly, etc.

Analyze contact center performance and report improvements periodically.

Maintain regulatory compliance in verbal interactions and disclosures while making it easy for customers to do business with us.

Voice leadership experience with operational and analytical depth

Calm under pressure and decisive in real-time call management

Skilled communicator and call quality advocate

Practical knowledge of call routing, ACD, and performance dashboards

ROLE REQUIREMENTS

Educational Qualifications : Bachelor's degree in Business, Communications, or equivalent professional experience.

Professional Qualifications & Experience : 3 to 5 years in contact centre management, voice operations emphasis (Sector of Previous Experience Telecommunications, etc.).

Language Requirements for Role : English mandatory, Arabic mandatory (both verbal and written).

Key Skills, Requirements and Knowledge

Voice leadership experience with operational and analytical depth

Calm under pressure and decisive in real-time call management

Skilled communicator and call quality advocatePractical knowledge of call routing, ACD, and performance dashboards

Good skills in Microsoft Excel and PPT

Profile Description

To lead and optimise all inbound and outbound voice & messaging interactions across the contact cent

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Supervisor • Muscat, Muscat Governorate, Oman

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