Customer Operations Back Office Supervisor

Customer Operations Back Office Supervisor

ICAP Employment Solutions, on behalf of its client, a leading electricity provider, is seeking a highly organized and professional Customer Operations Back Office Supervisor.

If you are looking to join a dynamic work environment and are seeking continuous growth, submit your application now and become a member of their team!

Responsibilities:

• Supervise and coordinate back-office operations, including task allocation, performance monitoring, and team coaching.
• Provision of guidance, feedback, and support to ensure high team engagement and productivity.
• Implementation and supervision of workload, productivity targets, and operational KPIs to maintain efficiency.
• Collaboration with cross-functional teams to resolve escalated issues and improve end-to-end customer processes.
• Development and implementation of Standard Operating Procedures (SOPs) and ensure compliance with company policies.
• Identification of improvement opportunities and lead initiatives to streamline operations and reduce errors.
• Preparation of regular reports on team performance and analyze customer behavior to inform operational decisions.
• Coordination of training, development, and onboarding of team members to ensure consistent, high-quality service.
• Conduction of quality assurance checks, maintain proper documentation, and act as the point of contact during audits.
• Response to customer inquiries, requests, and complaints via email, phone, or internal systems, ensuring timely and professional service.