The Roads and Transport Authority (RTA) in Dubai is hiring a Chief Supervisor – Call Center (UAE Nationals) to oversee call center operations, ensure compliance with standard procedures, and provide excellent customer support. The role requires managing teams, handling escalations, reviewing contracts, and preparing operational reports to enhance efficiency and customer satisfaction.

Key Responsibilities

• Supervise emergency office staff and call center operators, ensuring adherence to policies and processes.

• Monitor daily operations to ensure compliance with standard operating procedures.

• Manage customer escalations across multiple channels (phone, email, chat, face-to-face) and coordinate with departments for resolution.

• Oversee outsourced contract payments and budgets.

• Prepare staff attendance reports, including outsourced employees.

• Coordinate benchmarking visits with external stakeholders.

• Maintain up-to-date information and trends through all communication channels.

• Manage the call center information system, ensuring backups and system efficiency.

• Support customers and ensure smooth delivery of correspondence and responses.

• Fulfill reporting requirements and maintain accurate records of service-related data.

Requirements

• Bachelor’s degree in Business Administration from a recognized university.

• Minimum 5 years’ experience in call center or customer service within a large organization.

• Strong interpersonal and communication skills (verbal & written).

• Ability to prioritize and manage multiple tasks effectively.

• Proven problem-solving and analytical skills with innovative thinking.

• Excellent knowledge of call center functions, procedures, and tasks.

• Strong project management skills.

• Computer literacy with proficiency in a wide range of software applications.

• Ability to adapt and work with diverse cultures and personalities.

• Team-oriented, resourceful, and customer-focused mindset.

Company Details

The Roads and Transport Authority (RTA) is the government body responsible for planning and executing transportation and traffic projects in Dubai. With a commitment to innovation, efficiency, and customer service, RTA ensures seamless connectivity and high-quality public services across the Emirate.

Location: Dubai, UAE
Job Type: Full-time | On-site
Eligibility: UAE Nationals Only