Overview
Digital Customer Supervisor Jobs in Abu Dhabi, UAE/Dubai at Q Mobility
Lead and manage the Digital Customer Agent team across Q Mobility’s digital service channels — the Whats App channel and the Q Mobility App — overseeing channel performance, quality monitoring, and escalation resolution for DARB, MAWAQiF, and private parking services, supporting the Department’s migration of customer interaction from physical and voice channels to digital channels.
Strategic
- Execute the Department’s digital channel strategy in alignment with the Qonnect Steerco’s in sourcing (Sundus) objectives and overall ISC service delivery framework
- Contribute to the definition of service standards, SLAs, and escalation protocols for digital customer channels
- Monitor digital channel performance against defined targets and recommend corrective actions to the VP – ISC
- Support wave-based rollout planning and resourcing for the Digital Customer Agent headcount
- Own digital channel performance, including SLA compliance, CSAT, resolution rate, and escalation accuracy
Functional
- Manage a team of Digital Customer Agents across the Whats App channel and the Q Mobility App, ensuring adequate coverage and channel readiness
- Plan and manage shift rosters to ensure consistent channel coverage across operating hours
- Monitor agent performance against SLA, CSAT, resolution rate, and escalation accuracy targets, and implement corrective actions where required
- Conduct quality monitoring of agent interactions, including Whats App and in-app conversation reviews, and provide structured feedback and coaching
- Own and analyze CSAT and post-interaction satisfaction survey results across digital channels, translating findings into agent coaching and process improvement actions
- Own escalated and complex cases that agents are unable to resolve, ensuring timely resolution and identification of root causes
- Oversee case logging accuracy and completeness across the team, ensuring consistent documentation standards
Coordinate with DARB, MAWAQiF, and private parking operations teams to resolve cross-functional customer issues
- Identify recurring issues, channel trends, and process gaps, and recommend improvement actions to the VP – ISC
- Prepare and present regular reports on team and channel performance, including SLA, CSAT, and escalation trends
- Support training, onboarding, and continuous development of Digital Customer Agents to maintain consistent service quality
Experience Required
- Minimum 5 years of experience in customer service or contact center operations, including Whats App or in-app customer service channels
- Proven experience in a team leadership or supervisory role within a customer service environment
- Preferred:
Experience in mobility, transport, or public sector environments
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Title: Digital Customer Supervisor
Company: Q Mobility
Location: Abu Dhabi, UAE/Dubai
Category: