Customer Support Supervisor "KSA Experience is a MUST"

Job Title: Customer Support SupervisorLocation: Egypt Company: Wadi Halfa Solutions Reporting To: Marketing Manager Department: Customer Experience / Support Subsidiary Coordination: BayakJob SummaryThe Customer Support Supervisor is responsible for overseeing the daily operations of the customer support team at Wadi Halfa and coordinating with Bayak to ensure high service quality and timely issue resolution. The role focuses on team supervision, performance monitoring, and enhancing the overall customer experience.Key Responsibilities1. Team SupervisionSupervise and support customer service agents in daily tasks.Monitor team performance and ensure KPIs are achieved.Provide on-the-job training, coaching, and feedback.Handle attendance, schedules, and workload distribution.2. Daily OperationsManage incoming customer interactions (calls, chats, emails, tickets).Ensure timely response and resolution of customer issues.Monitor queues, escalations, and service levels.Act as the first point of escalation for complex cases.3. Customer ExperienceEnsure high levels of customer satisfaction (CSAT).Review customer interactions and maintain quality standards.Identify recurring issues and escalate them to management.Support continuous improvement in customer journey.4. Process & System HandlingFollow and enforce SOPs and customer service procedures.Support improvements in scripts, CRM usage, and workflows.Ensure proper documentation of cases and resolutions.Coordinate with Bayak team for aligned processes.5. Reporting & MonitoringTrack daily and weekly KPIs (SLA, response time, resolution time).Prepare reports on team performance and common issues.Highlight gaps and recommend improvements.6. Cross-functional CoordinationCoordinate with Maintenance, Operations, IT, and Sales teams.Follow up on customer orders and service requests.Ensure proper communication between teams and customers.Key Performance Indicators (KPIs)Customer Satisfaction (CSAT)First Response Time (FRT)Ticket Resolution Time (SLA)First Call Resolution (FCR)Queue Management & BacklogQuality Assurance ScoresTeam ProductivityQualifications & RequirementsBachelor’s degree in Business Administration or related field.3–5 years of experience in customer support or call center.At least 1 year in a supervisory or senior agent role.Experience with CRM systems and ticketing tools.Strong communication skills in Arabic and English.Skills & CompetenciesTeam Leadership & CoachingProblem SolvingCommunication SkillsTime ManagementAttention to DetailCustomer FocusAbility to handle pressurePreferred ExperienceExperience in after-sales, maintenance, or technical support environments.Experience working with multi-entity organizations or subsidiaries.Familiarity with automation tools and customer service systems.Additional NotesThe role requires close coordination with Bayak to ensure consistent customer experience.The supervisor plays a key role in bridging operations and customer expectations.