Job Summary

We are seeking an experienced and motivated Call Center Supervisor to manage and lead the KSA Account call center operations. The role is responsible for ensuring a premium client experience across all touchpoints—from first contact to aftercare—while supervising a high-performing team of agents specialized in SG Group’s beauty care services for the Saudi market.

The position requires strong leadership, service excellence, KPI-driven performance management, and alignment with KSA client expectations and regulations.

Key Responsibilities

1. Team Supervision & Leadership

• Supervise daily call center operations for the KSA account, including inbound/outbound calls, WhatsApp, social media inquiries, and live chat.
• Lead, coach, and motivate agents to deliver high-quality service and achieve booking and conversion targets.
• Manage schedules, shifts, attendance, and workload distribution in line with operational needs and KSA business hours.
• Ensure compliance with SG Group policies, scripts, quality standards, and service protocols.

2. Client Experience Management

• Ensure prompt, professional handling of:
• Appointment bookings
• Service inquiries
• Follow-ups and confirmations
• Client complaints and feedback
• Handle escalations, VIP clients, and sensitive cases with professionalism and confidentiality.
• Ensure agents have updated knowledge of SG Group services offered to KSA clients, including:
• PRP hair treatments
• Lash extensions
• Microblading & permanent makeup
• Skin rejuvenation and aesthetic packages
• Maintain service quality consistent with premium Saudi market standards.

3. Performance Monitoring & KPIs

• Monitor and analyze KPIs, including:
• Response and resolution time
• Conversion and booking rates
• Average handling time (AHT)
• Customer Satisfaction Score (CSAT)
• Conduct regular performance evaluations and provide structured coaching.
• Identify performance gaps and implement corrective and improvement action plans.

4. Training & Development

• Support onboarding programs for new agents assigned to the KSA account.
• Ensure continuous training on:
• Service excellence
• Beauty-industry knowledge
• Saudi client communication standards
• Coordinate with branches and operations to update the team on new services, promotions, and process changes.

5. Reporting & Strategy

• Prepare and submit weekly and monthly performance reports for management.
• Provide insights on client behavior, recurring issues, and opportunities to improve service flow and conversion.
• Collaborate with marketing and operations teams to align campaigns, offers, and messaging for the Saudi market.