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Partner Support Team Leader

Cairo, Egypt
Posted 3 months ago
146Applicants for1 open position
  • 0Viewed
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Job Details

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Job Description


  • Work closely with the team, motivating and coaching them.
  • Facilitate meetings with management to discuss performance issues and provide feedback on progress.
  • Participate in the Quality monitoring process.
  • Manage a performance improvement routine, set priorities and improve procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members.
  • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary.
  • Support the Operations Manager to highlight operational risks and areas for improvement.
  • Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction.
  • Support the Operations Manager to deliver business targets and objectives and create a performance oriented culture.
  • Keep up to date with any industry changes affecting the business and relay this knowledge back to the team.
  • Work with the management team to identify and deliver positive change and business efficiencies.
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
  • Escalate any appropriate problems to senior management.

Job Requirements


  • Minimum of 1 year experience within a contact center environment as a Team Manager
  • Analytical mindset, Creative thinking
  • Demonstrated success in B2B support management field would be beneficial
  • Remote working team management experience would be beneficial
  • Bachelor's degree or higher qualification in a relevant discipline
  • Fluency in English (your English level must be B2 or higher), great Arabic language knowledge
  • Strong coaching, communication and people-development skills
  • Ability to deal with demanding partners and escalations.
  • Energetic and motivating individual
  • Experienced with financial services, investment, banking, insurance, and similar industries
  • Report development and presentation skill set

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