Back Office Supervisor

Job description

Case Management Supervisor at the employer in Riyadh oversees the Back Office case management team, distributes tasks based on operational priorities, monitors open, pending and overdue tickets, ensures ticket handling within SLA agreements, tracks performance metrics such as ticket resolution time, productivity, backlog, quality and SLA compliance, handles critical cases and escalations, analyzes ticket backlog causes and implements reduction plans, coordinates with internal departments to close cases, prepares daily and weekly performance reports, develops work procedures, identifies automation opportunities, trains the team and provides continuous guidance to ensure quality. Submit your application through the announced channel

Requirements

• Preferably hold a COPC certification or professional certifications in operations and quality management

Skills