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Customer Service Supervisor
Baraya Extended Care
Jeddah, KSA
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Customer service operationsTeam supervisionPeople managementCustomer relationship management systemsContact center technologiesPerformance metrics
Free
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Ready to ScanKey skills for this role
Customer service operationsTeam supervisionPeople management
Role Overview
The Customer Service Supervisor oversees daily customer support operations, service quality, issue resolution, and customer experience.
The role manages the customer service function across phone, email, chat, or other support channels.
The supervisor represents customer service in leadership reviews and cross-functional projects.
Key Skills for This Role
Customer service operationsTeam supervisionPeople managementCustomer relationship management systemsContact center technologiesPerformance metrics
Full Job Posting
Job Overview
The Customer Service Supervisor oversees daily customer support operations, service quality, issue resolution, and customer experience.
The role manages the customer service function across phone, email, chat, or other support channels.
The supervisor represents customer service in leadership reviews and cross-functional projects.
Core Responsibilities
- Lead daily customer service operations and supervise customer service representatives.
- Coach, mentor, evaluate, and conduct performance reviews for frontline agents.
- Develop and enforce standard operating procedures, scripts, and escalation protocols.
- Monitor SLA adherence, quality scores, customer satisfaction, first-contact resolution, average handle time, and net promoter score.
- Manage staffing, scheduling, workforce planning, and recruitment as needed.
- Collaborate with Sales, Operations, IT, and Product teams on service and product improvements.
- Foster a customer-first culture focused on service excellence and continuous learning.
- Ensure compliance with data privacy, security, and regulatory requirements.
- Resolve complex customer inquiries and complaints in a timely and professional manner.
- Analyze contact-channel metrics and implement corrective actions.
- Develop training programs and provide ongoing coaching.
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