Job title: Customer Service Team Leader

Location: Sheikh Zayed, Gizah

Reporting to: Direct Manager/ Customer Service

About noon

noon, the region's leading consumer commerce platform. On December 12th, 2017, noon launched its consumer platform in Saudi Arabia and the UAE, expanding to Egypt in February 2019. The noon ecosystem of services now includes marketplaces for food delivery, quick-commerce, fintech, and fashion. noon is a work in progress; we’re six years in, but only 5% done.

noon’s mission: Ring every doorbell, everyday.

About the Role

The Team Manager sets the vision and culture of their teams by handling individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction and customer experience, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.

what you'll do :

-Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.

-Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

-Carrying out supervisory responsibilities in accordance with noon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.

-Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Team Managers

-Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site and may require interface with other sites in network

-Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

-Expected to be 2nd in line to the managers and at times might be required to perform delegated duties of AM

-Develop and Achieve performance goals and objectives in line with the network wide vision and goals

what you'll need :

-5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates.

-Demonstrated ability to build, develop and handle a group of people

-Ability to support Business and provide solutions to customer pain points

-Ability to handle complex and ambiguous scenarios

-Ability to organize, prioritize and schedule work assignments

-Ability to make administrative and procedural decisions

-Demonstrated ability to handle reporting and analysis

-Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

-Ability to effectively and efficiently complete difficult goals or assignments

-Can adapt well to changing circumstances and strategy

-Strong interpersonal and communication skills

-Confident in using Microsoft Package (especially Excel)

-Fluent English skills are required for this role

-Experience in Contact Center Operations (Customer Service, Sales, or Collections)

-Strong in data interpretation and analysis

-Applicant needs to be in People Management role

Who will excel?

We’re looking for people with high standards, who understand that hard work matters.

You need to be relentlessly resourceful and operate with a deep bias for action.

We need people with the courage to be fiercely original.

noon is not for everyone; readiness to adapt, pivot, and learn is essential.