To supervise activities within the TSC Customer service Contact Centre unit to achieve business goals & objectives.


  • Direct the daily activities concerned with the Customer Support contact center operation.
  • Responsible for managing, coaching, and guiding Contact agents to execute their tasks.
  • Monthly performance measurement, monitoring, evaluating, and reviewing findings with agents to improve efficiency.
  • Participate in reviewing and training assessments of agents.
  • Assist agents in resolving customer complaints and be a main source of information to agents.
  • Prepare and develop schedules that ensure the number of agents available in each shift is satisfactory to answer customer interactions according to the Service Level Agreement.
  • Monitor contact center Service Level Agreements.
  • Ensure all contact center equipments are working in a good condition and report damage if any.
  • Generate adequate reports related to contact Centre activities.
  • Develop internal & external relationships & communicates with key areas in the business.
  • Practice and ensure compliance with the organization’s policies and procedures and oversee the Manual Procedures are followed correctly.
  • Interview and make recommendations for open positions in the contact center.
  • Ensure that new joiners are given feedback on their performance during their probation period.
  • Incumbents might be required to work late-night shifts or on weekends.


  • More than 2 years of experience in a customer-centric environment
  • Experience dealing with tickets, CRM systems, and inbound/outbound calls
  • Fluent in English & Arabic both oral and written
  • Excellent communication, presentation, and interpersonal skills 
  • Time management skills
  • Excellent ability to problem-solving
  • Empathy and passion for helping customers

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