Customer Service Supervisor

Description

Summary: A Customer Service Supervisor leads a team of representatives to deliver excellent customer support, improve service quality, and meet operational KPIs while coaching staff and handling escalations. Highlights: 1. Lead a customer service team to deliver excellent customer support 2. Coach, mentor, and develop agents through training and performance plans 3. Handle complex or escalated customer issues with timely resolution **Customer Service Supervisor — Job Description** **Overview** A Customer Service Supervisor leads a team of representatives to deliver excellent customer support, improve service quality, and meet operational KPIs while coaching staff and handling escalations. **Key responsibilities** * Supervise daily activities of customer service team (inbound/outbound/email/chat), including scheduling, shift coverage, and workload distribution. * Monitor team performance against KPIs (CSAT, AHT, FCR, SLA adherence, resolution rate) and take corrective actions. * Coach, mentor, and develop agents through 1:1s, training sessions, call reviews, and performance improvement plans. * Handle complex or escalated customer issues, ensuring timely, satisfactory resolution and proper documentation. * Maintain and improve customer service processes, scripts, and knowledge base content. * Conduct quality assurance evaluations and provide structured feedback to agents. * Collaborate with cross\-functional teams (sales, product, operations, logistics) to resolve systemic issues and communicate product/service updates. * Manage workforce planning, forecasting, and reporting to ensure service levels are met. * Support hiring, onboarding, and induction of new team members; participate in interviews. * Maintain compliance with company policies, data protection, and regulatory requirements. * Prepare regular reports for management on team performance, trends, and customer feedback. **Required skills \& qualifications** * High school diploma; Bachelor’s in Business, Communications, or related field preferred. * 2–5\+ years in customer service with at least 1–2 years in a supervisory or team‑lead role. * Strong leadership, coaching, and people‑management skills. * Excellent verbal and written communication skills and customer‑centric mindset. * Experience with CRM systems (e.g., Zendesk, Salesforce Service Cloud), contact centre platforms, and workforce management tools. * Familiarity with quality assurance processes and performance metrics (CSAT, NPS, AHT, FCR). * Problem‑solving skills, ability to handle stress, and sound judgment in escalation scenarios. * Basic reporting and Excel skills; comfort with dashboards and KPI tracking. * Flexibility to work shifts, weekends, or extended hours if required. **Nice\-to\-have** * Experience in B2B/B2C contact centres, multilingual support, or specific industry knowledge (retail, telecoms, finance). * Certification in coaching, customer experience, or contact centre management. * Knowledge of process improvement methodologies (Lean, Six Sigma). Pay: QAR88\.31 \- QAR159\.21 per hour Work Location: In person