Customer Service Supervisor

Description

Summary: Lead a customer service team to deliver excellent service, meet performance targets, and improve processes for customer satisfaction and retention. Highlights: 1. Lead and develop a customer service team 2. Drive customer satisfaction and retention 3. Implement process improvements and quality assurance **Customer Service Supervisor — Job Description** **Overview** Lead a frontline customer service team to deliver excellent service, meet performance targets, and continuously improve processes that drive customer satisfaction and retention. **Key Responsibilities** * **Team** **Leadership:** Supervise, coach, and develop a team of customer service representatives; run daily huddles and one‑on‑ones. * **Performance** **Management:** Set targets, monitor KPIs (AHT, FCR, CSAT, SLA adherence), conduct performance reviews, and manage attendance and conduct. * **Scheduling** **\&\*** ResourcePlanning:\* Create shift schedules, manage staffing levels, handle coverage for peak periods and absences. * **Quality** **Assurance:** Monitor calls/chats/emails, provide feedback, implement QA standards, and run calibration sessions. * **Escalation** **Handling:** Resolve complex or high‑priority customer issues and support reps with escalations and complaint resolution. * **Training** **\&\*** Onboarding:\* Deliver onboarding, ongoing training, and coaching plans to improve product knowledge and soft skills. * **Process** **Improvement:** Identify recurring issues, recommend and implement process or system improvements with cross‑functional teams. * **Reporting** **\&\*** Insights:\* Produce regular reports on team performance, trends, and customer feedback; present findings to management. * **Customer** **Experience** **Ownership:** Advocate for customers internally; ensure policies and procedures are applied consistently and fairly. * **Compliance** **\&\*** Documentation:\* Ensure adherence to company policies, regulatory requirements, and maintain accurate records. **Qualifications** * 2\+ years supervisory experience in customer service or contact center environment (adjust by level). * Strong coaching, communication, and conflict‑resolution skills. * Familiarity with contact center technologies (CRM, telephony, chat platforms, workforce management). * Data‑driven mindset with ability to analyze KPIs and drive improvements. * Ability to work flexible hours if required by business needs. * High school diploma required; bachelor’s degree in Business or related field preferred. **Preferred** * Experience with quality assurance frameworks and WFM tools. * Industry experience (e\-commerce, telecoms, SaaS, financial services). * Certifications in customer service management or leadership training. Pay: QAR35\.17 \- QAR99\.10 per hour Work Location: In person