Key Responsibilities:
- Lead a team of customer care agents to achieve service excellence and Performance
KPIs (CSAT – SL – Quality Assurance Standards)
- Manage escalations, ensuring swift resolutions that maintain customer confidence and
satisfaction.
- Monitor key performance indicators (KPIs) and implement improvement strategies.
- Conduct performance reviews, training sessions, and team engagement initiatives.
- Conduct coaching sessions to develop team members and enhance service quality.
- Evaluate team members interactions and adherence to quality assurance (QA)
measures, and provide feedback for continuous improvement.
- Handle the team’s workforce management tasks to maximize efficiency, including shift
scheduling, and real-time monitoring.
- Collaborate with cross-functional teams to enhance service processes and customer
engagement.
- Ensure the team’s compliance with Company's service standards, policies, and regulatory
requirements to uphold service excellence.
- Drive a culture of ownership, accountability, and continuous improvement.
Qualifications:
- Bachelor’s degree in Business, Communication, or a related field.
- 5+ years of experience in customer care, with at least 2 years in a leadership role.
- Proven ability to lead teams, drive performance, and manage escalations effectively.
- Strong analytical and problem-solving skills, with experience in CRM systems.
- Fluency in English and Arabic (spoken and written).
- Availability to work in rotational shifts.
