Back-office Support Supervisor

Emdad By Elm; Riyadh; On-site; SAR 180,000 - 260,000; Full time

Job summary

Emdad By Elm is seeking an experienced Back-office Support Supervisor to lead the back-office team in our Riyadh-based Call Center. The role focuses on non-voice service operations, ensuring timely handling of requests and compliance with client SLAs.

The ideal candidate will have 3+ years in back-office or customer service, with at least 1 year in a supervisory role, and be fluent in Arabic and English. Strong leadership, CRM experience, and a proven track record in process improvement are

Qualifications

• 3+ years in back-office operations or customer service with at least 1 year in supervision.
• 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.

Responsibilities

• Supervise daily back-office operations including ticket handling and case follow-up.
• Ensure adherence to performance KPIs and service quality standards.
• Act as escalation point for complex/unresolved cases.
• Review and validate daily/weekly reports from the team.
• Coordinate with IT, HR, Quality to resolve issues promptly.
• Conduct regular coaching and performance reviews.
• Contribute to process improvements and document workflows.
• Support onboarding and training of back-office agents.

Skills

Leadership

Team management

CRM experience

Case management

Analytical skills

Reporting

Problem solving

Ability to work under pressure

Education

Bachelor's degree in information technology

Tools

CRM systems

Case management systems

Job description

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.

Key Responsibilities:

• 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.

Requirements:

• 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.