Customer Service Supervisor📣 Job Ad

About the Role

Baraya Extended Care is seeking a Customer Service Supervisor to join our team in Jeddah, Makkah, Saudi Arabia. This full-time role involves overseeing daily customer support operations to ensure outstanding service quality, timely issue resolution, and a positive customer experience. The supervisor will mentor frontline agents, manage workflows, and monitor performance metrics.

Role Overview

The Customer Service Supervisor is responsible for the end-to-end management of the customer service function across various channels, such as phone, email, and chat. This includes supervising a team of customer service representatives, managing scheduling, providing performance coaching, and handling escalated inquiries. The role also involves designing and optimizing workflows, developing standard operating procedures, and ensuring adherence to service level agreements (SLAs).

Key Responsibilities

• Lead daily customer service operations, ensuring efficient and high-quality support.
• Coach, mentor, and evaluate customer service representatives, including conducting performance reviews.
• Develop and enforce standard operating procedures, communication scripts, and escalation protocols.
• Monitor and report on SLA adherence, quality scores, and customer satisfaction metrics.
• Manage staffing, scheduling, and workforce planning, assisting with recruitment as needed.
• Collaborate with cross-functional teams (Sales, Operations, IT, Product) to address product, process, and policy improvements.
• Foster a positive team culture focused on service excellence and continuous learning.
• Ensure compliance with data privacy, security, and regulatory requirements.
• Respond to and resolve complex customer inquiries and complaints in a timely and professional manner.
• Analyze call, email, and chat metrics to identify trends and implement corrective actions.
• Develop and deliver training programs for new hires and provide ongoing coaching for the team.
• Conduct regular quality assurance audits and provide feedback to agents.
• Implement process improvements to reduce resolution times and enhance the overall customer experience.
• Collaborate with IT for tool enhancements, self-service options, and knowledge base updates.
• Prepare dashboards and management reports for leadership reviews.
• Manage customer feedback channels and drive voice-of-the-customer initiatives.
• Ensure documentation, records, and data handling comply with privacy standards.

Performance Management and Improvement

This role involves continuous monitoring of key metrics such as first contact resolution, average handle time, customer satisfaction, and Net Promoter Score. The supervisor will lead continuous improvement initiatives, aligning customer feedback with product enhancements and process changes. Active participation in training programs, quality assurance, and the onboarding of new staff is also a core aspect of this position, ensuring a customer-first culture is upheld.

Qualifications and Experience

• A minimum of 5 to 10 years of experience in customer service, with a significant portion in a supervisory or leadership capacity.
• Demonstrated ability to manage and mentor a team of customer service representatives.
• Strong analytical skills to monitor performance metrics and identify areas for improvement.
• Experience in developing and implementing standard operating procedures and service level agreements.
• Excellent communication and interpersonal skills for effective collaboration with internal and external stakeholders.

Application Process

Candidates who meet the above qualifications are encouraged to apply for this full-time position with Baraya Extended Care in Jeddah, Makkah, Saudi Arabia.