Customer Care Supervisor

ZainCash

Responsibilities:

• Supervise daily operations of the Customer Care team to ensure service quality and efficiency
• Monitor team performance and ensure all customer inquiries are handled within defined SLAs
• Provide continuous guidance, coaching and support to team members
• Handle escalated customer complaints and ensure proper resolution
• Prepare and share daily, weekly and monthly performance reports
• Provide detailed statistical feedback to management for evaluation and reward purposes
• Ensure all team members are updated on new products, features, policies, and incidents
• Identify performance gaps and develop action plans to improve team productivity
• Conduct regular performance reviews and one-on-one sessions with team members
• Maintain and update department FAQs and knowledge base
• Ensure adherence to company policies, procedures and compliance requirements
• Monitor attendance, adherence and shift scheduling
• Support on onboarding of new comers
• Identify process improvement opportunities and recommend solutions
• Coordinate with other departments to resolve customer issues
• Manage workload distribution to ensure balanced team performance
• Track and improve KPIs (CSAT, FCR, FRT, AHT, SLAs).