Call Center Supervisor

Job Overview

Aetram Finserv is seeking a Call Center Supervisor / BPO Trainer to design and deliver impactful training programs for customer service and sales teams in Dubai. The ideal candidate will enhance agent performance, improve customer satisfaction, and ensure adherence to quality standards.

Company Overview

Aetram Finserv is an associate company specializing in banking and insurance agencies and brokerages. Located in Dubai, United Arab Emirates, Aetram Finserv focuses on providing comprehensive financial solutions and services.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: bachelors-degree
• Experience: 5 Year+

Key Responsibilities

• Design, develop, and deliver training programs for new hires and existing agents.
• Conduct product, process, communication, soft skills, and system training.
• Facilitate voice & accent neutralization, customer handling, and objection management sessions.
• Identify training needs through call monitoring, QA feedback, and performance metrics.
• Provide coaching, feedback, and action plans to improve agent performance.
• Create training materials including presentations, role plays, scripts, SOPs, and assessments.

Requirements

• Strong experience in Inbound/Outbound Call Center Operations.
• Excellent communication, presentation, and facilitation skills.
• Strong knowledge of customer service excellence & sales techniques.
• Ability to engage, motivate, and coach diverse teams.
• Proficient in MS Office / Learning Management Systems (LMS).
• 3–5 years of experience in BPO/Call Center operations.

Benefits

• Opportunities for professional development and career growth.
• Work in a collaborative and supportive team environment.
• Gain valuable experience in a leading financial services company.
• Exposure to international or domestic BPO processes.
• Engaging and inclusive work culture.
• Competitive compensation and benefits package.