Call Center Supervisor

Company: IIQAF GroupIndustry: InsuranceLocation: Dubai, United Arab EmiratesJob Type: Full-timeSalary: AED 8,500 – AED 9,500 per monthJob OverviewIIQAF Group is seeking an experienced Call Center Supervisor to lead and manage daily call center operations within our Insurance division in Dubai. The ideal candidate will have strong leadership skills, KPI-driven performance management experience, and in-depth knowledge of customer service, outbound/inbound insurance calls, and compliance standards.This role is critical in ensuring high service quality, team productivity, customer satisfaction, and regulatory adherence.Key ResponsibilitiesSupervise and manage inbound and outbound call center agentsMonitor team performance against KPIs, SLAs, AHT, QA scores, and conversion targetsEnsure compliance with insurance policies, UAE regulations, and call scriptsConduct call monitoring, coaching, and performance feedback sessionsPrepare daily, weekly, and monthly call center performance reportsHandle escalated customer complaints and complex insurance queriesSupport training and onboarding of new call center agentsCoordinate with quality assurance, sales, and insurance operations teamsMaintain high standards of customer experience and data confidentialityRequired Skills & QualificationsProven experience as a Call Center Supervisor, Team Leader, or Contact Center SupervisorBackground in Insurance call centers (health, motor, life, or general insurance preferred)Strong knowledge of call center metrics, CRM systems, and dialer toolsExcellent leadership, communication, and problem-solving skillsAbility to manage shifts, schedules, and workforce planningFluent in English (Arabic is an advantage)Preferred QualificationsBachelor’s degree in Business Administration, Management, or related fieldExperience in UAE insurance market or regulated contact centersExposure to sales, renewals, claims, or policy servicing call operationsWhy Join IIQAF GroupCompetitive salary: AED 8,500 – AED 9,500 per monthStable role within a growing Insurance organizationProfessional work environment with clear KPIs and growth potentialLeadership opportunity with performance-based career progression#J-18808-Ljbffr