Job Description

JOB OVERVIEW:

The Customer Service Supervisor oversees daily customer support operations, ensuring outstanding service quality, timely issue resolution, and positive customer experience. They mentor frontline agents, manage workflows, monitor performance metrics, and collaborate with other departments to implement service improvements, policies, and training that enhance satisfaction and loyalty.

JOB SCOPE:

The Customer Service Supervisor is responsible for the end-to-end management of the customer service function within one or more channels (e.g., phone, email, chat). Key duties include supervising a team of customer service representatives, scheduling, performance coaching, and handling escalations. They design and optimize workflows, develop standard operating procedures, and ensure adherence to service level agreements (SLAs). The role involves monitoring key metrics (first contact resolution, average handle time, customer satisfaction, net promoter score) and leading continuous improvement initiatives. Collaboration with Sales, Operations, IT, and Product teams is essential to align customer feedback with product enhancements and process changes. The Supervisor also contributes to training programs, quality assurance, and the onboarding of new staff. They ensure compliance with data privacy and security policies, uphold a customer-first culture, and represent the customer service function in leadership reviews and cross-functional projects.

JOB REQUIREMENTS:

EDUCATION AND EXPERIENCE

Educations and Certificates:

• Bachelor’s degree in business administration, Communications, or a related field.

Experience:

• Minimum of 5 years of experience in customer service or, with 1–2 years in a supervisory or team-lead role.
• Experience with customer relationship management (CRM) systems and contact center technologies.
• Familiarity with performance metrics, quality assurance, and coaching methodologies.
• Experience with process improvement and change management initiative

SKILLS AND PORFESSIONAL KNOWLEDGE

• Strong leadership and people-management capabilities; ability to motivate and develop staff.
• Excellent communication, conflict resolution, and interpersonal skills.
• Analytical mindset with ability to interpret performance data and drive improvements.
• Customer-centric mindset with a knack for empathy and de-escalation.
• Proficiency with CRM software, help desk tools, analytics platforms, and Microsoft 365 or equivalent.
• Knowledge of data privacy, security, and regulatory compliance relevant to customer data.

LANGUAGE

• Proficiency in written, read and spoken Arabic and English languages.

ROLES AND RESPONSIBILITIES (But not limited to):

GENERAL ROLES AND RESPONSIBILITES

• Lead daily customer service operations, ensuring efficient, high-quality support.
• Coach, mentor, and evaluate customer service representatives; conduct performance reviews.
• Develop and enforce standard operating procedures, scripts, and escalation protocols.
• Monitor and report on SLA adherence, quality scores, and customer satisfaction.
• Manage staffing, scheduling, and workforce planning; handle recruitment as needed.
• Collaborate with cross-functional teams to address product, process, and policy improvements.
• Foster a positive team culture focused on service excellence and continuous learning.
• Ensure compliance with data privacy, security, and regulatory requirements.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Respond to and resolve complex customer inquiries and complaints in a timely, professional manner.
• Analyze call/email/chat metrics; identify trends and implement corrective actions.
• Develop and deliver training programs for new hires and ongoing coaching for the team.
• Conduct regular quality assurance audits; provide feedback and coaching to agents.
• Implement process improvements to reduce resolution times and enhance customer experience.
• Collaborate with IT for tool enhancements, self-service options, and knowledge base updates.
• Prepare dashboards and management reports for leadership reviews.
• Manage customer feedback channels and drive voice-of-the-customer initiatives.
• Ensure documentation, records, and data handling comply with privacy standards.

Requirements added by the job poster

• Commute to this job’s location