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Job Description
Job Description
- Provide Direct Customer Support through various channels.
- Investigate and resolve customer complaints and queries – particularly escalated ones.
- Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Train and coach newcomers, and provide the required training sessions for existing employees frequently.
- Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
- Create a healthy and comfortable work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor chats/calls/tickets either live or saved and provide feedback.
- Support Process Improvement and contribute to process optimization.
- Support team members by answering questions and providing knowledge or solutions.
- Monitor adherence and conformance to shifts and schedules.
- Participate in the budget build-up.
Job Requirements
Job Requirements
- Minimum 5 years experience in a call center environment.
- Minimum 3 years of experience as a leader (managing voice & non-voice teams).
- Bachelor’s Degree.
- Awareness of voice and non-voice KPIs.
- Excellent in Arabic and English.
