- 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.
Bachelor’s degree from an accredited university or college7 years experience in Customer Care Operations with 4 years at least leading and managing teams.FinTech experience is preferableMultitasked caliber and ability to manage frequent milestones and targets in the same timeHigh-level written and verbal communication skillsStrong analytical thinking skillsStrong Planning and ability to work under pressure to achieve the account resultsExcellent communication skillsAdvanced level managing MS office (Excel, PowerPoint .. etc.)Good knowledge of data cleaning and Excel Power QueryExcellent in English spoken and writtenAgility, speed of response, positive engagement in challenges, change and innovation