Customer Service Supervisor

Role Overview

Customer Service Supervisor at Alkaffary Group. This role oversees the daily operations of the customer service team, ensuring delivery of high-quality service, achieving customer satisfaction, monitoring team performance, and ensuring compliance with company policies, procedures, and service standards.

Role Purpose

Lead and supervise the customer service team to deliver exceptional service quality, maintain high customer satisfaction, monitor performance against key metrics, and uphold company standards and compliance requirements.

Key Responsibilities

Team Management & Development

• Supervise the daily activities of the customer service team and assign tasks effectively.
• Train, coach, and develop customer service representatives to enhance their skills and performance.
• Provide ongoing feedback and performance coaching to team members.
• Manage staff schedules, attendance, and leave to maintain adequate service coverage.

Performance Monitoring & Reporting

• Monitor and evaluate team performance using Key Performance Indicators (KPIs).
• Prepare and submit regular performance and operational reports to management.
• Track Customer Satisfaction Score (CSAT).
• Track First Contact Resolution (FCR).
• Monitor Service Level Agreement (SLA) Compliance.
• Monitor Average Response and Resolution Time.
• Track Quality Assurance (QA) Scores.
• Monitor Team Productivity and Performance Achievement.

Customer Issue Resolution & Compliance

• Handle escalated customer complaints and ensure timely and effective resolution.
• Ensure compliance with company policies, procedures, and customer service standards.

Process Improvement & Cross-Functional Collaboration

• Coordinate with other departments to resolve customer issues and improve the customer experience.
• Identify opportunities for process improvements and implement best practices to enhance service quality.