About the company

We are Qatar Insurance Company (QIC), the leading insurance provider in GCC. With a history dating back to 1964, we have established ourselves as a pioneer in the insurance industry, offering innovative solutions to meet the diverse needs of individuals and businesses.

Our vision is to make QIC group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform. Through our digital platforms, such as qic.online and the QIC app, we empower customers to manage their needs anytime and anywhere.

Our employees have been featured in Forbes 30 under 30, teach at online universities, serve on program committees of major IT conferences, and have previously worked at Yandex, Tinkoff, Avito, Ozon, and other leading tech companies.

About the position

We are looking for an experienced Call Centre Supervisor to join our growing team based in Cairo, Egypt. This role requires a strong understanding of how to grow an efficient sales team, focusing on providing excellent outreach and support for our potential and active clients, and building a positive culture and teamwork. We would like this person to join us in Cairo, but a relocation to Doha, Qatar, might be required in future.

Responsibilities

Optimising call centre processes (workload distribution, scheduling, SLA adherence)
Recruiting and selecting agents and team leads, making final hiring decisions
Providing mentorship, coaching, and training for the team
Setting goals, prioritising tasks, and monitoring execution
Monitoring team satisfaction and engagement levels
Initiating and implementing efficiency and automation improvement projects
Building a culture of accountability, proactivity, and teamwork

Requirements

Bachelor’s degree; additional education in relevant fields is an advantage
3+ years of proven experience managing large-scale call centres (100+ FTE), preferably in multi-country and multi-product environments
Proven track record of establishing and scaling daily call centre operations in sales and support, calls and chats, covering both on-site and remote staff
Experience in workforce management — forecasting, scheduling, and capacity planning
Solid knowledge of COPC standards and best practices in contact centre management
Demonstrated ability to analyse performance data, identify trends, and develop actionable insights
High level of empathy with strong interpersonal skills to work directly with employees on performance improvement
Proactive, results-oriented mindset combined with strong problem-solving and decision-making skills
Perfect command of English and Arabic, both spoken and written

We offer

Competitive salary, health and life insurance coverage, and employee-friendly policies
Bonus system based on business performance and the team effort
Structured development programs, professional certifications, and clear promotion paths
Work on innovative insurance products and contribute to the company’s digital future
Vibrant workplace culture with diverse teams, collaborative atmosphere, and values built on service excellence
Potential opportunity to apply for a Qatar ID and relocation to Doha, Qatar

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