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.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• At least 5 years of work experience in customer operations, back office supervision or similar role.
• A post graduate degree would be an asset.
• Strong leadership and team management capabilities.
• Strong ability to manage multiple priorities and work independently.
• Excellent verbal and written communication skills.
• Customer-focused with a strong commitment to service excellence.
• Exceptional attention to detail and accuracy.
• Strong interpersonal and relationship-building abilities.
• Dynamic, motivated, and results-oriented professional.

Benefits

Additional information:

If your CV meets the requirements of the job, we will contact you to arrange a meeting.

 *We treat each application responsibly and with absolute confidentiality.