- Provide Direct Customer Support through various channels.
- Investigate and resolve customer complaints and queries – particularly the 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 new comers, 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 comfort work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor chats/calls/tickets either live and 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 budget build up.
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.Awareness of Fresh desk is a plus.Excellent in Arabic and English.