Call Center Supervisor

Company: IIQAF Group
Industry: Insurance
Location: Dubai United Arab Emirates
Job Type: Full-time
Salary: AED 8500 AED 9500 per month

IIQAF 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.

• Supervise and manage inbound and outbound call center agents
• Monitor team performance against KPIs SLAs AHT QA scores and conversion targets
• Ensure compliance with insurance policies UAE regulations and call scripts
• Conduct call monitoring coaching and performance feedback sessions
• Prepare daily weekly and monthly call center performance reports
• Handle escalated customer complaints and complex insurance queries
• Support training and onboarding of new call center agents
• Coordinate with quality assurance sales and insurance operations teams
• Maintain high standards of customer experience and data confidentiality

• Proven experience as a Call Center Supervisor Team Leader or Contact Center Supervisor
• Background in Insurance call centers (health motor life or general insurance preferred)
• Strong knowledge of call center metrics CRM systems and dialer tools
• Excellent leadership communication and problem-solving skills
• Ability to manage shifts schedules and workforce planning
• Fluent in English (Arabic is an advantage)

• Bachelors degree in Business Administration Management or related field
• Experience in UAE insurance market or regulated contact centers
• Exposure to sales renewals claims or policy servicing call operations

• Competitive salary: AED 8500 AED 9500 per month
• Stable role within a growing Insurance organization
• Professional work environment with clear KPIs and growth potential
• Leadership opportunity with performance-based career progression