Back office Support Supervisor📣 Job Ad

About Emdad By Elm

Emdad By Elm is seeking an experienced and motivated Back office Support Supervisor to lead a critical team. This full-time position is based in Riyadh, Saudi Arabia, and plays a key role in the company's customer service operations within a call center environment.

Role Overview

The Back office Support Supervisor will be responsible for leading the back-office team within the Call Center. This role involves overseeing all non-voice customer service operations, with a focus on ensuring the timely and accurate handling of service requests. The supervisor will also manage team performance and coordinate effectively with various internal departments to maintain service excellence and ensure strict compliance with client Service Level Agreements (SLAs).

Key Responsibilities

• Supervise daily back-office operations, including ticket handling, complaint processing, and case follow-up.
• Ensure the team's adherence to performance Key Performance Indicators (KPIs) and established service quality standards.
• Act as the primary escalation point for complex or unresolved customer cases.
• Review and validate daily and weekly reports submitted by the back-office team members.
• Liaise with internal departments such as IT, HR, and Quality assurance to resolve operational issues promptly and efficiently.
• Conduct regular coaching sessions and performance reviews for back-office staff to foster continuous improvement.
• Contribute to process improvement initiatives and ensure proper documentation of workflows and updates.
• Support the onboarding and training of new back-office agents to ensure a smooth integration into the team.

Required Experience

Candidates for this position should possess 2 to 5 years of relevant experience. This experience should ideally be gained in a back-office support or call center supervisory role, demonstrating proven leadership capabilities.

Work Environment

This is a full-time role, requiring a dedicated presence at our facilities in Riyadh, Saudi Arabia. The supervisor will operate within a dynamic call center environment, collaborating with various internal teams.

Application Information

Interested and qualified candidates are invited to submit their applications for this role.