Customer Service Supervisor

Confidential Company; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading E-commerce firm in Dubai is seeking a Team Leader - Shift In-charge to oversee customer support operations. This role involves monitoring ticket inflow, managing shift transitions, and acting as the escalation point for operational challenges. Ideal candidates will have strong leadership skills and experience in crisis management. The position offers a competitive salary of 10,000 to 12,000 AED per month plus benefits.

Benefits

Company benefits

Qualifications

• Proven experience in supervising customer support operations.
• Strong understanding of crisis management protocols.
• Ability to generate operational reports.

Responsibilities

• Supervise operations during shifts, ensuring smooth execution.
• Act as escalation point for operational issues.
• Lead team coaching and daily performance reporting.

Skills

Crisis management

Team leadership

Real-time coordination

Performance tracking

Analytical skills

Job description

Team Leader - Shift in charge.

Our client is a rapidly expanding E-commerce company with global coverage.

Overview:

As a Team Leader – Shift In-charge, you will be responsible for supervising the smooth execution of customer support operations during your assigned shift. This includes ensuring real-time coordination, reporting, performance tracking, and acting as the escalation point for any operational issues. You will serve as the primary point of contact for management during critical incidents and are expected to maintain visibility on team productivity, emerging trends, and system anomalies.

Key Responsibilities:

1. Shift Supervision & Operations Oversight:

• Shift Monitoring: Maintain oversight of overall ticket inflow, agent activity, and issue resolution throughout the shift.
• Attendance Tracking: Track agent attendance, breaks, and shift adherence in real-time, escalating concerns as needed.
• Shift Transition: Ensure smooth handover between shifts, documenting any critical updates or unresolved issues.

2. Crisis & Incident Management

• Crisis Mode Protocol: Lead the team in executing predefined crisis protocols during service-impacting events; coordinate with management to ensure accurate communication and response.
• Escalation Point: Act as the first point of escalation for any unresolved or sensitive customer issues during the shift.

3. Operational Reporting & Communication

• Daily Shift Report: Submit a comprehensive end-of-shift report including:
• Total ticket volume handled
• Agent attendance and adherence
• Notable or trending customer issues
• Ticket productivity metrics (individual and team-level)

• Anomaly Detection: Identify irregular patterns in ticket trends or system performance and report to relevant stakeholders promptly.
• Surge Justification: Provide clear explanations for any spike in ticket volume, delays, or drop in quality indicators.

4. Channel & Team Support

• Slack Support: Remain active on internal communication channels to provide real-time assistance and updates to agents.
• Ticket Handling: Own complex or high-impact tickets that require L2-level expertise, ensuring swift and accurate resolutions.
• Agent Guidance: Support Level 1 agents with ticket handling queries, documentation access, and escalation clarity.

5. Performance Monitoring & Accountability

• KPI Visibility: Monitor real-time ticket handling efficiency, backlog, and other KPIs for the shift team.
• Support Enforcement: Ensure that agents meet performance expectations and flag any underperformance or behavioural concerns for follow-up.
• Team Discipline: Reinforce process adherence, shift responsibilities, and professional conduct during the shift.

6. Team Collaboration:

• Daily Huddle: Lead the review of key issues from the previous day's customer feedback, share resolutions, drive learning, and create motivational momentum to inspire continuous improvement within the team..
• Team Meetings: Engage actively in regular team meetings to share insights, discuss challenges, and stay updated on company policies.
• One-on-One Coaching: Provide personalised coaching and constructive feedback to team members, documenting progress and focusing on enhancing individual performance, skill development, and overall growth

7. Teams comms:

• Constraint Communication: Ensure active participation in team communications, proactively identifying and addressing potential issues, and fostering effective collaboration to resolve constraints swiftly and maintain team efficiency.
• Daily Performance Reporting: Report the daily team ticket count and track the KPI performance, providing accurate day-to-day status updates to ensure alignment and facilitate smooth team handovers.
• Issues Highlight: Provide thorough explanations for issues flagged in the system. Features include CCR Alerts, out-of-stock notifications, and product issues, which detail the reasons behind ticket complaints and similar concerns in other channels, ensuring clear communication and accountability.

The budget for this position is between 10,000 and 12,000 AED per month plus company benefits.

We are only able to respond to candidates who are aligned with this description.