Call Centre Supervisor: Teaching and Exams, Saudi Arabia

The post holder will be responsible for organising and overseeing the final stages of the new Call Centre installation in the Jeddah branch ensuring that deadlines and agreed standards of work are met in order to see the project through on time and within agreed specifications. In addition, the postholder will lead on the recruitment and induction of a team of 5-7 telephone agents. As supervisor of this team of agents the postholder will establish agreed KPIs to reflect the business needs of the strategic business units across KSA. Timely reports will be produced for senior management to highlight performance against targets and ongoing training and support will be provided to the team of agents.

English Teaching and Examination Services are delivered from centres in Riyadh, Jeddah and Dammam and include English courses for the public and corporate clients, teacher training and a wide range of UK qualifications including IELTS, schools exams and professional qualifications.

As part of improving the quality of Customer Service provision in its three centres BC KSA is in the process of setting up an internal call centre in Jeddah, which will help the different business units to maximise their enquiries and business opportunities across the Kingdom. It is estimated that the call centre will deal with approximately 20-25,000 enquiries per month.

The Call Centre Supervisor will report directly to the new Customer Services Manager for KSA, but they will also work closely with the Teaching and Exams business unit leads and head of Marketing.

Read the guidance notes, role profile, British Council behaviours and the generic skills dictionaries carefully in order to assist you with your application.

Download and complete the British Council application form. Ensure that you can demonstrate the skills, knowledge and experience required for the role.

Submit completed applications to ksa.recruit@sa.britishcouncil.org

Only short-listed candidates will be contacted. If you are not contacted, regretfully your application has not been taken any further. Short-listing can take up to one month to complete