Nasspay
Call Center Supervisor
- Erbil
- Full time
- 3 days ago
- Salary
- Not stated
- Deadline
- Nov 19, 2026
- Languages
- Kurdish (Sorani) · Arabic · English
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Call Center Supervisor · Erbil
Nasspay is hiring an on-site Call Center Supervisor in Erbil to oversee daily voice and non-voice customer service operations. The position requires a relevant bachelor's degree, at least 3 years of supervisory experience in a call center, and fluency in Kurdish, Arabic, and English.
About the job
As an employee of our company, you will collaborate closely with cross-functional departments to deliver exceptional customer experiences and enhance operational service quality across voice and non-voice channels. Join a growing organization that values performance, continuous improvement, and professional development while offering opportunities to grow alongside experienced leaders and industry professionals. We are seeking an experienced and dynamic Call Center Supervisor to lead daily operations and drive a high-performing, customer-focused environment.
This role requires a balance of leadership, operational excellence, and problem-solving capabilities. You will be expected to think proactively, optimize workflows, support team development, and maintain high service standards in a fast-paced environment. To succeed in this position, you should possess strong analytical and decision-making skills, a solution-oriented mindset, and the ability to lead teams effectively while ensuring operational targets and customer satisfaction goals are consistently achieved.
Customer Relationship
Personal Evolution
Autonomy
Administrative Work
Technical Expertise
Responsibilities
- Lead and supervise call center operations across voice and non-voice channels, ensuring high-quality, customer-focused service delivery and achievement of operational KPIs.
- Monitor team performance through quality evaluations, productivity tracking, coaching sessions, and performance feedback to maintain service standards and support continuous team development.
- Handle escalated customer complaints and complex inquiries professionally while ensuring timely resolution and a positive customer experience.
- Analyze operational performance, customer feedback, and service trends to identify gaps, improve workflows, and enhance overall efficiency and service quality.
- Coordinate with internal departments, manage workload distribution, and support operational continuity to ensure effective communication and resource utilization.
- Lead team meetings, communicate operational updates and expectations, and foster a culture of accountability, collaboration, and continuous improvement.
- Prepare operational and performance reports while ensuring compliance with company policies, procedures, quality standards, and customer service guidelines.
Requirements
- Bachelor’s Degree in Business Administration, Management, or a related field.
- Minimum 3 years of experience in a supervisory or leadership role within a call center or customer service environment managing voice and non-voice teams.
- Strong knowledge of call center operations, customer service KPIs, quality assurance, workforce management, and performance monitoring.
- Excellent leadership, communication, problem-solving, organizational, and interpersonal skills with the ability to manage priorities in a fast-paced environment.
- Native Kurdish speaker with strong verbal and written communication skills in Arabic and English.
- Strong analytical and multitasking abilities with high attention to detail.
- Proactive and adaptable mindset with the ability to independently drive operational improvements and team development initiatives.
Skills
- Call center operations
- Quality assurance
- Workforce management
- Performance monitoring
Details
- Profession
- Call Center Supervisor
- Category
- Customer Service & Call Center
- Education
- Bachelor's degree
- Experience
- 3+ years