Chief Supervisor – Customer Happiness Center

About the role

The Chief Supervisor of the Customer Happiness Center will lead the front‑office team to ensure high‑quality service, efficient fee collection and continuous improvement of customer experience for the Roads and Transport Authority.

Key responsibilities

• Prepare, audit and present periodic and ad‑hoc reports on service quality, client waiting times and financial collections.
• Coordinate with supervisors to enhance customer reception and implement motivation schemes, including the Best Center award.
• Oversee the collection system, reconcile daily funds and hand them over to the designated transfer company.
• Develop and monitor key performance indicators, operational plans and preventive measures to avoid duplicate issues.
• Organise front‑office workflows, train staff on client handling and align objectives with the Authority’s standards.
• Ensure compliance with RTA procedures and recommend improvements for centre development.
• Participate in employee recognition programmes and contribute to the selection of distinguished staff.

Required profile

• Bachelor’s degree in Business Administration, Public Administration or Customer Service Management (or Master’s degree in Office/Service Management).
• 0 years of experience for Master’s holders; 2 + years of experience for Bachelor’s holders.
• UAE nationality.

Required skills