Back-office Support Supervisor

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.

• 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.

• 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.