Telephone Supervisor

Located adjacent to the residential tower, expert service and world-class luxury combine in the Raffles Hotel Jeddah, which is ready to welcome you and your guests at any moment. Here, the high standards, special touches, and trademark elegance of the Raffles brand are the ultimate compliment to the charm and beauty of a stay in Jeddah.

We are seeking a dynamic and experienced Telephone Supervisor to join our team in Jeddah, Saudi Arabia. As a Telephone Supervisor, you will play a crucial role in managing and optimizing our call center operations while ensuring exceptional customer service standards are maintained.

• Lead and motivate a team of customer service representatives to achieve performance targets and maintain high-quality standards
• Monitor and evaluate team performance, providing regular feedback and coaching to improve efficiency and customer satisfaction
• Develop and implement strategies to enhance call center operations and customer experience
• Analyze call center metrics and KPIs to identify areas for improvement and implement corrective actions
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions
• Collaborate with other departments to address cross-functional challenges and improve overall service delivery
• Conduct regular team meetings and training sessions to keep staff updated on policies, procedures, and product knowledge
• Ensure compliance with company policies, industry regulations, and data protection standards
• Participate in the recruitment, onboarding, and ongoing development of call center staff
• Create and maintain a positive work environment that promotes employee engagement and retention

• 3-5 years of experience in a call center or customer service environment, with a proven track record of success
• Previous supervisory experience in a similar role preferred
• Excellent leadership skills with the ability to motivate and guide a diverse team
• Strong communication and interpersonal skills, with the ability to interact effectively with staff, customers, and management
• Proficiency in call center software, telephony systems, and relevant technology
• Demonstrated problem-solving skills and ability to make decisions in a fast-paced environment
• Strong analytical skills to interpret data and generate actionable insights
• Excellent time management and multitasking abilities
• Fluency in Arabic and English is required
• Bachelor's degree in Business Administration, Communications, or related field preferred
• Customer service certifications (e.g., CCXP) are a plus
• In-depth knowledge of call center operations, best practices, and industry trends
• Thorough understanding of customer service metrics and KPIs
• Ability to work flexible hours, including evenings, weekends, and holidays as needed

• Being a Raffles employee means embodying and conveying the brand and the company mindset through our Heartiest service culture.