Customer Care Supervisor

4 days ago

Cairo, Cairo, Egypt Bosta Full time 120,000 - 180,000 per year

About Bosta: 

Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions. 

We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

About the Role:

The Customer Care Supervisor is responsible for leading a team of customer care agents to deliver exceptional customer experiences across Chat, Ticket, and Voice channels. The role ensures daily operations run smoothly, team performance meets defined KPIs (CSAT, AHT, Quality), and customer issues are handled efficiently and professionally. The Supervisor acts as a key link between agents and management, ensuring high service quality, agent engagement, and process consistency.

Key Responsibilities:
  • Supervise and support day-to-day operations for the assigned channels Chat, Ticket, or Voice.
  • Monitor and manage team performance to achieve KPIs (CSAT, AHT, adherence, utilization).
  • Conduct regular coaching sessions, performance reviews, and quality assessments with agents.
  • Ensure all customer interactions meet Bosta's tone of voice, service standards, and SLA.
  • Promote a positive, motivating, and customer-centric team culture.
  • Handle and document customer escalations and feedback.
  • Share weekly summary reports with the Customer Care Manager.
  • Support in implementing new tools, systems, or process improvements.
Requirements:
  • Bachelor's degree in Business Administration, Communication, or a related field.
  • Certification in Customer Service Management or Team Leadership is a plus.
  • 2–4 years of experience in Customer Care or Contact Center Operations, with at least 1 year in a supervisory or team leader role.
  • Experience in logistics, shipping, or e-commerce industries is highly preferred.
  • Proven experience managing multiple communication channels (Chat, Ticket, Voice).
  • Familiarity with customer experience metrics (CSAT, AHT, NPS, FCR).
  • Strong leadership and people management skills.
  • Excellent communication and problem-solving abilities.
  • Ability to analyze performance data and translate it into actionable insights.
  • Time management and multitasking under pressure.
  • High customer empathy and conflict resolution skills.
  • Proficiency in CRM and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
  • Good command of MS Excel and reporting tools.

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