Position Summary
We at Migrate are actively seeking qualified candidates on behalf of one of our clients for
Customer Service Team Leader role, to oversee daily operations, ensure service quality, and drive performance improvement. The ideal candidate has strong leadership, data analysis capability, and a proactive approach to operational challenges.
Key Responsibilities
- Manage on-site operations including shift scheduling, attendance tracking, and agent rotation.
- Lead performance metrics and drive improvements in answer rate, efficiency, and customer satisfaction.
- Enhance Middle East logistics service experience by optimizing localized customer service operations.
- Lead implementation of operational tools (e.g., WhatsApp automated updates, customer service systems).
- Collaborate closely with operations teams to summarize issues and propose actionable improvements.
- Analyze key business metrics (delivery rate, COD disputes, response time) and formulate improvement plans.
- Manage emergencies by quickly preparing customer appeasement plans.
- Handle major incidents and support any additional tasks assigned by supervisors.
Requirements
- Languages: Arabic & English (spoken B2 level or above).
- Experience: 3+ years in customer service operations management.
- Industry Preference: Logistics, e-commerce, or outsourcing companies (e.g., J&T, SF Express, DJI, Xiaomi, Huawei, AJEX, iMile, Raha, Temu, Shein, Keeta, TikTok, Teleperformance, Concentrix).
- Nationality: Open, must comply with Jordanian labor regulations.
Skills & Attributes
- Strong MOD (Manager on Duty) capabilities; able to manage large teams and on-site operations.
- Proficiency in Excel and data-driven decision-making.
- Proactive, responsible, and communicative | raises issues early and provides timely reporting.
Work Conditions
- Flexible shift duties including weekends and holidays.
- On-site work only (no work-from-home option).
