Back-office Support Supervisor

Position Overview

We are seeking a dynamic and results-driven Back-office Support Supervisor to lead our back-office operations at the Call Center. In this pivotal role, you will oversee all non-voice customer service functions, ensuring seamless handling of service requests, maintaining compliance with client service level agreements (SLAs), and driving operational excellence. As a key member of our leadership team, you will supervise a high-performing group of back-office professionals, optimize workflows, and foster a culture of accountability and continuous improvement. This position is ideal for a seasoned supervisor with a passion for operational efficiency and a commitment to delivering exceptional customer service.

Key Responsibilities

• Operational Leadership: Supervise daily back-office activities, including ticket management, complaint resolution, and case follow-up, to ensure timely and accurate processing of all service requests.
• Performance Management: Monitor and evaluate team performance against established KPIs and service quality benchmarks, providing regular feedback and coaching to drive productivity and adherence to standards.
• Escalation & Resolution: Serve as the primary escalation point for complex or unresolved cases, leveraging analytical skills to identify root causes and implement effective solutions.
• Reporting & Analytics: Review and validate daily, weekly, and monthly reports to assess team performance, identify trends, and recommend data-driven improvements to enhance operational efficiency.
• Cross-Functional Collaboration: Act as a liaison between the back-office team and internal departments such as IT, HR, and Quality Assurance to resolve operational challenges, streamline processes, and ensure alignment with organizational goals.
• Process Optimization: Contribute to the development and implementation of process improvements, ensuring clear documentation of workflows, updates, and best practices to enhance team effectiveness.
• Team Development: Conduct regular performance reviews, training sessions, and one-on-one coaching to support the professional growth of back-office staff, including onboarding and mentoring of new hires.
• Compliance & Documentation: Ensure adherence to client SLAs, regulatory requirements, and internal policies while maintaining accurate records of all transactions and communications.

Qualifications & Skills

To excel in this role, you will bring a blend of leadership expertise, technical proficiency, and operational acumen. The ideal candidate will possess the following qualifications:

• A bachelor’s degree in Information Technology, Business Administration, or a related field.
• A minimum of three years of experience in back-office operations, customer service, or a similar administrative role, with at least one year in a supervisory or team lead capacity.
• Proven leadership abilities with a track record of successfully managing and motivating teams to achieve performance targets.
• Hands-on experience with CRM systems, case management software, and reporting tools to streamline operations and enhance productivity.
• Exceptional analytical and problem-solving skills, with the ability to interpret data, identify trends, and implement corrective actions.
• Fluency in Arabic and English, both written and verbal, to effectively communicate with stakeholders and clients.
• Strong organizational skills with the capacity to manage multiple priorities, meet deadlines, and thrive in a fast-paced environment.
• Demonstrated ability to work under pressure, adapt to changing priorities, and maintain a high level of accuracy and attention to detail.

Why Join Us?

As a Back-office Support Supervisor, you will play a critical role in shaping the success of our Call Center operations. You will have the opportunity to lead a talented team, influence process improvements, and contribute to the overall growth and efficiency of our organization. We offer a competitive compensation package, professional development opportunities, and a collaborative work environment where your contributions are recognized and valued.