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Job Description
- Manage the Inbound Voice & Non-Voice, BO & Complaints, Social Medial, E-mails and Fraud operation channels towards achieving the required targets.
- Support and advise Account Managers including regular coaching & feedback sessions
- Analyze Operation Channels daily reporting to ensure corrective actions taken to meet targets
- Ensure ongoing appropriate client management and satisfaction.
- Working closely with all stakeholders to deliver key strategic objectives.
- Ensure the availability of appropriate level of resource to achieve planned targets
- Ensure efficient use of resources across areas of responsibility
- Lead, motivate and develop the team towards a high standard of achievement and efficiency
- Co-ordinate training, coaching and mentoring requirements for staff
- Review regularly and ensure induction training in the best form and it is aligned with current strategic targets and operational updates.
- Monitor Account Managers & TLs’ schedule adherence & ensure it is within target
- Carry out quality and performance monitoring and take remedial action when necessary
- Follow up on the account Level key strategic targets and KPIs
- Ensure that all Quality points done to avoid complaints
- Follow up with client in all updates and needed information
- Align monthly targets for the Account and set proper plans to ensure achieving them.
- Manage the available resources properly towards achieving the account invoices and all strategic KPIs to avoid any revenue loss due to any penalties that might occur.
Job Requirements
- Bachelor’s degree from an accredited university or college
- 7 years experience in Customer Care Operations with 4 years at least leading and managing teams.
- FinTech experience is preferable
- Multitasked caliber and ability to manage frequent milestones and targets in the same time
- High-level written and verbal communication skills
- Strong analytical thinking skills
- Strong Planning and ability to work under pressure to achieve the account results
- Excellent communication skills
- Advanced level managing MS office (Excel, PowerPoint .. etc.)
- Good knowledge of data cleaning and Excel Power Query
- Excellent in English spoken and written
- Agility, speed of response, positive engagement in challenges, change and innovation