Call Center - Supervisor

To lead and oversee day-to-day call center operations for Farnek, Hitches & Glitches, and HITEK, ensuring exceptional customer service and operational efficiency. The role requires strong leadership in managing service workflows in facilities management and home services, while driving digital transformation through AI-powered tools and platforms.

• Supervise daily call center operations for inbound and outbound service requests across Farnek, Hitches & Glitches, and HITEK.
• Ensure professional and timely handling of customer inquiries, complaints, and service escalations.
• Lead a team of agents, managing rosters, KPIs, and performance reviews.
• Train agents on customer service protocols, system usage (CAFM/CRM), and escalation procedures.
• Monitor service quality metrics such as AHT, FCR, CSAT, and SLA compliance, and take corrective actions as needed.
• Coordinate with technical and operations teams to ensure timely job completion and service feedback.
• Support the integration and adoption of AI-powered tools (e.g., virtual assistants, chatbots, predictive analytics) to automate repetitive queries and enhance service efficiency.
• Collaborate with the HITEK digital team to leverage real‑time dashboards, workflow automation, and smart escalation tools.
• Analyze data from AI and call center systems to improve customer engagement, reduce call load, and streamline processes.
• Handle complex or escalated calls directly, ensuring a high level of customer satisfaction.

• Bachelor's degree in Business Administration, Customer Service, or related field.
• 3
  -5 years' experience in a supervisory role within a call center for a facilities management or home services company.
• Hands‑on experience with CRM, CAFM, or service request platforms.
• Understanding of call center AI tools (e.g., chatbot platforms, IVR automation, sentiment analysis).
• Excellent leadership, communication, and team management skills.
• Strong customer‑centric mindset and familiarity with FM service workflows.

• Knowledge of HITEK systems or similar smart FM technologies.
• Analytical mindset with the ability to interpret performance data and AI reports.
• Familiarity with customer service trends in the UAE market.

• Management Skills
• Compliance
• Operations
• Adoption
• Analysis
• CRM
• Customer Engagement
• Escalation
• Load
• Corrective Actions
• Reviews
• Metrics
• Analytics
• Team Management
• Automation
• Integration
• Customer Satisfaction
• Administration
• Customer Service
• Business English
• Leadership
• Communication
• Management