# Customer Service Supervisor

**Company:** [Alkaffary Group](http://jobs.workable.com/companies/fWdW1TAPYsJ8qryKNT4AfF.md)
**Location:** Riyadh, Saudi Arabia
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/8f8a3fc5-9031-4105-937b-333ff59c5333)

## Description

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring the delivery of high-quality service, achieving customer satisfaction, monitoring team performance, and ensuring compliance with company policies, procedures, and service standards.

### Key Responsibilities

-   Supervise the daily activities of the customer service team and assign tasks effectively.
-   Monitor and evaluate team performance using Key Performance Indicators (KPIs).
-   Train, coach, and develop customer service representatives to enhance their skills and performance.
-   Handle escalated customer complaints and ensure timely and effective resolution.
-   Ensure compliance with company policies, procedures, and customer service standards.
-   Prepare and submit regular performance and operational reports to management.
-   Provide ongoing feedback and performance coaching to team members.
-   Coordinate with other departments to resolve customer issues and improve the customer experience.
-   Manage staff schedules, attendance, and leave to maintain adequate service coverage.
-   Identify opportunities for process improvements and implement best practices to enhance service quality.

### Key Performance Indicators (KPIs)

-   Customer Satisfaction Score (CSAT)
-   First Contact Resolution (FCR)
-   Service Level Agreement (SLA) Compliance
-   Average Response and Resolution Time
-   Quality Assurance (QA) Scores
-   Team Productivity and Performance Achievement