Back-office Support Supervisor

Job Overview

We seek an experienced and driven Back-office Support Supervisor to oversee the back-office team within our Call Center. This position entails managing all non-voice customer service activities, ensuring prompt and precise handling of service requests, guiding team performance, and collaborating with internal departments to uphold exceptional service delivery and compliance with client SLAs.

Key Duties

• Oversee daily back-office tasks such as ticket resolution, complaint management, and case follow-through.
• Ensure team meets performance indicators and maintains high service quality.
• Serve as the escalation contact for difficult or unresolved cases.
• Review and authenticate daily and weekly reports submitted by team members.
• Coordinate with departments like IT, HR, and Quality Assurance to address operational challenges swiftly.
• Provide continuous coaching and conduct performance evaluations for back-office staff.
• Participate in enhancing processes and maintain accurate documentation of workflows and updates.
• Assist in onboarding and training new back-office agents.

Qualifications

• Bachelor’s degree in Information Technology.
• Minimum three years of experience in back-office operations or customer service, including at least one year in a supervisory capacity.
• Strong leadership and capability to manage teams effectively.
• Familiarity with CRM platforms and case management tools.
• Excellent skills in analysis, reporting, and problem resolution.
• Proficiency in both Arabic and English, verbal and written.
• Capability to handle stress and prioritize multiple tasks efficiently.