Company Description Raya CX, a leading customer experience management and BPO provider, supports clients across diverse industries with comprehensive customer service and technical support solutions. Since 2001, the company has been a trusted partner for Fortune 1000 organizations in North America, Europe, the Middle East, and Africa. Raya CX operates from highly competitive, skilled labor markets to deliver scalable, high-quality services. Its integrated outsourcing solutions are powered by advanced technology, strong operational strategies, and a culture of continuous improvement and innovation, offering team members opportunities to work with global brands and modern CX tools.
Role Description The Service Desk Senior Supervisor is a full-time, on-site role based in Cairo, Egypt, responsible for overseeing day-to-day operations of the service desk team. This role includes managing team performance, monitoring service levels, and ensuring timely resolution of customer inquiries and technical issues. The Senior Supervisor coordinates scheduling, assigns workloads, and provides ongoing coaching and support to service desk staff. They collaborate with internal stakeholders to improve processes, enhance customer satisfaction, and implement service improvements. The role also involves preparing performance reports, supporting training initiatives, and ensuring adherence to company policies and quality standards.
Qualifications
* Strong supervisory skills, including team leadership, performance management, and coaching.
* Proven ability to drive customer satisfaction through effective customer service practices.
* Experience in training team members, including onboarding, skill development, and knowledge-sharing.
* Excellent communication skills, both verbal and written, with the ability to handle escalations and interact with stakeholders.
* Previous experience in a service desk or contact center environment, ideally in a supervisory or senior role.
* Solid understanding of customer experience principles and service desk KPIs.
* Strong problem-solving, decision-making, and organizational skills, with attention to detail.
* Proficiency in using service desk or ticketing systems and basic office productivity tools.
* Relevant academic background in business, IT, or a related field is preferred.
* Ability to work on-site in Cairo, Egypt, in a dynamic, fast-paced environment and collaborate with diverse teams.
