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Open nowFirst seen 3 days ago

Call Center - Supervisor

Farnek Services62 open roles

Where
Dubai, United Arab Emirates
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Your applicationOpen nowCall Center - SupervisorFarnek Services · Dubai, United Arab Emirates

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Farnek Services's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Job Purpose:

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.

Key Responsibilities:

  • 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.

Qualifications & Experience:

  • 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.

Preferred Skills:

  • Knowledge of HITEK systems or similar smart FM technologies.
  • Fluent in English.
  • Analytical mindset with the ability to interpret performance data and AI reports.
  • Familiarity with customer service trends in the UAE market.
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    The review screen in CV Rocket: how each CV was read, round by round.

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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