وظيفة مشرف دعم مكتب خلفي لدى Emdad By Elm في الرياض

Job Summary:

We are looking for an experienced and motivated Back-office Support Supervisor to lead the back-office team at the Call Center. The role is responsible for overseeing all non-voice customer service operations, ensuring timely and accurate handling of service requests, managing team performance, and coordinating with internal departments to maintain service excellence and compliance with client SLAs.

Key Responsibilities:

• Supervise daily back-office operations, including ticket handling, complaint processing, and case follow-up.
• Ensure team adherence to performance KPIs and service quality standards.
• Act as the escalation point for complex or unresolved cases.
• Review and validate daily/weekly reports submitted by the team.
• Liaise with internal departments (e.g., IT, HR, Quality) to resolve operational issues promptly.
• Conduct regular coaching and performance reviews for back-office staff.
• Contribute to process improvement and ensure proper documentation of workflows and updates.
• Support onboarding and training of new back-office agents.

Requirements:

• Bachelor’s degree in information technology
• 3+ years of experience in back-office operations or customer service, including at least 1 year in a supervisory role.
• Strong leadership and team management skills.
• Experience with CRM and case management systems.
• Excellent analytical, reporting, and problem-solving capabilities.
• Fluent in Arabic and English (written and verbal).
• Ability to work under pressure and manage multiple priorities.