Customer Service Supervisor

About the role

We are seeking an experienced Call Center Supervisor to lead RugMorph’s customer service team in 6th of October, Giza. The role focuses on ensuring high‑quality service, meeting performance targets and supporting agents in daily operations.

Key responsibilities

• Supervise and support call‑center agents to achieve operational and customer‑service targets.
• Monitor daily performance, KPIs, quality metrics and productivity levels.
• Coach, guide and provide feedback to improve agent performance.
• Handle escalations and ensure effective resolution of customer issues.
• Prepare performance reports and share operational insights with management.
• Manage daily workload, schedules, attendance and team allocation.
• Ensure compliance with call‑center policies, procedures and service standards.
• Identify improvement areas and support continuous process enhancement.
• Coordinate with other departments to resolve customer‑related issues.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 4–6 years of experience in call‑center or customer‑service operations.
• Minimum 2 years in a supervisory role.
• Strong knowledge of call‑center KPIs and performance management.
• Excellent communication and leadership abilities.
• Proven ability to handle escalations and manage a team effectively.
• Good reporting and analytical skills.

Required skills