Customer Service Supervisor

Description

Summary: Supervise day-to-day customer service operations to ensure high-quality support, timely issue resolution, team performance, and continuous improvement of customer experience. Highlights: 1. Lead, coach, and schedule a team of customer service representatives 2. Handle escalated customer issues and complex cases for timely resolution 3. Implement quality assurance programs and drive process improvements **Customer Service Supervisor — Job Description** **Role summary** Supervise day‑to‑day customer service operations to ensure high\-quality support, timely issue resolution, team performance, and continuous improvement of customer experience. **Key responsibilities** * Lead, coach, and schedule a team of customer service representatives; run regular 1:1s and team meetings. * Monitor service channels (phone, email, chat, social) and ensure SLAs are met. * Handle escalated customer issues and complex cases; ensure timely resolution and follow\-up. * Train new hires and develop ongoing training programs, knowledge base articles, and SOPs. * Track team performance metrics (AHT, FCR, CSAT, NPS, SLA compliance) and report to management. * Implement quality assurance programs: call/chat reviews, feedback, and action plans. * Manage workforce planning and scheduling to meet volume and staffing needs. * Collaborate with product, sales, and operations to communicate customer feedback and drive improvements. * Manage shift handovers, overtime approvals, and attendance issues; enforce policies and disciplinary actions when needed. * Support process improvements, automation initiatives, and adoption of CRM/case management tools. * Participate in hiring, performance reviews, and career development planning for the team. * Ensure compliance with data protection, company policies, and industry regulations. **Required skills \& experience** * 2–5 years customer service experience with 1\+ years in a supervisory or team lead role. * Strong leadership, coaching, and conflict‑resolution skills. * Excellent verbal and written communication and customer empathy. * Experience with CRM and support tools (Zendesk, Salesforce Service Cloud, Freshdesk) and MS Excel. * Ability to analyze metrics and translate into actionable improvements. * Strong organizational skills and ability to manage shifting priorities. * Comfortable working in a fast‑paced environment and handling escalations. Job Types: Full\-time, Permanent Pay: QAR85\.45 \- QAR163\.44 per hour Work Location: On the road