Digital Customer Supervisor

Lead and manage the Digital Customer Agent team across Q Mobility’s digital service channels — the Whats App channel and the Q Mobility App — overseeing channel performance, quality monitoring, and escalation resolution for DARB, MAWAQiF, and private parking services, supporting the Department’s migration of customer interaction from physical and voice channels to digital channels.

• Execute the Department’s digital channel strategy in alignment with the Qonnect Steerco’s in sourcing (Sundus) objectives and overall ISC service delivery framework
• Contribute to the definition of service standards, SLAs, and escalation protocols for digital customer channels
• Monitor digital channel performance against defined targets and recommend corrective actions to the VP – ISC
• Support wave-based rollout planning and resourcing for the Digital Customer Agent headcount
• Own digital channel performance, including SLA compliance, CSAT, resolution rate, and escalation accuracy

• Manage a team of Digital Customer Agents across the Whats App channel and the Q Mobility App, ensuring adequate coverage and channel readiness
• Plan and manage shift rosters to ensure consistent channel coverage across operating hours
• Monitor agent performance against SLA, CSAT, resolution rate, and escalation accuracy targets, and implement corrective actions where required
• Conduct quality monitoring of agent interactions, including Whats App and in-app conversation reviews, and provide structured feedback and coaching
• Own and analyze CSAT and post-interaction satisfaction survey results across digital channels, translating findings into agent coaching and process improvement actions
• Own escalated and complex cases that agents are unable to resolve, ensuring timely resolution and identification of root causes
• Oversee case logging accuracy and completeness across the team, ensuring consistent documentation standards
  
  Coordinate with DARB, MAWAQiF, and private parking operations teams to resolve cross-functional customer issues
• Identify recurring issues, channel trends, and process gaps, and recommend improvement actions to the VP – ISC
• Prepare and present regular reports on team and channel performance, including SLA, CSAT, and escalation trends
• Support training, onboarding, and continuous development of Digital Customer Agents to maintain consistent service quality

• Minimum 5 years of experience in customer service or contact center operations, including Whats App or in-app customer service channels
• Proven experience in a team leadership or supervisory role within a customer service environment
• Preferred:
  Experience in mobility, transport, or public sector environments