Customer Care Technical Support Supervisor

Job Brief:

Responsible for managing the CC Technical Support team and ensuring high level of customer satisfaction and smooth customer experience. Also, responsible for identifying the root causes behind the repeated complaints/ cases and setting action plans in order to reduce the frequency of complaints/ cases.

Key Responsibilities:

• Manage the CC technical support team and ensure high efficiency, high level of customer satisfaction, smooth customer experience, and achieving the function KPIs
• Monitor the CC technical support team members’ performance and quality of work
• Monitor and analyze customer complaints queue status, identify the root causes, and set action plans to reduce the frequency of complaints/ cases
• Develop and improve the complaints handling cycle continuously to optimize the process of handling the customers’ complaints
• Prepare regular and ad-hoc reports and analyze the outcomes
• Follow up with the other departments/ divisions on delayed cases and escalate as needed
• Think out of the box to come up with smart and creative initiatives to increase the customer self-service through digital channels

leadership/management

• Manage subordinates’ learning & development requirements and ensure that it is successfully delivered and provide related feedback to the management
• Assign roles and work load distribution, set team objectives and conduct regular informal one-on-one meetings to deliver personalized feedback and provide support to attain goals
• Conduct formal performance evaluation process for the subordinates in order to optimize workplace productivity
• Participate in the recruitment, selection, evaluation process of new employees
• Provide guidance and delegate responsibilities to subordinates to facilitate performing different tasks to support succession planning process
• Manage subordinates' administrational requirements
• Assure that all subordinates are following Umniah’s policies and procedures and highlight any violation for the code of conduct
• Manage economic, efficient and effective budget plan and control in alignment with the department and Umniah’s strategy
• Ensure that employees are engaged and motivated through creating a respectful and trusting relationship with them and communicating Umniah values
• Demonstrate flexibility in management by accommodating individual employee needs such as adjustable schedules or remote work options

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