Customer Care Team Leader ( Voice Non Voice ) (BPO)
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Jadeer is hiring a Customer Care Team Leader (Voice Non Voice) on behalf of one of our clients based in Egypt New Cairo. Our client is a leading fintech company operating in the digital payments and consumer finance sector across the Middle East. Through strategic partnerships with major retail and e-commerce brands the company delivers innovative technology-driven payment solutions that enhance purchasing power and create seamless customer experiences.
Job Title: Customer Care Team Leader (Voice Non Voice)
Key Responsibilities
Lead and manage a team of customer care advisors across voice and non-voice channels.
Monitor daily operations to ensure service quality productivity and KPI achievement.
Provide coaching mentoring and performance feedback to drive continuous improvement.
Handle escalated customer complaints and complex cases ensuring timely resolution.
Analyze performance reports and identify areas for operational enhancement.
Ensure adherence to company policies compliance standards and service guidelines.
Support recruitment onboarding and training of new team members.
Qualifications & Requirements
Bachelors degree in Business Administration Commerce or a related field (preferred).
24 years of experience in customer service/contact centers with at least 1 year in a supervisory or team leader role.
Experience in fintech banking e-commerce or digital services is a strong advantage.
Excellent communication skills in English and Arabic (verbal and written).
Strong leadership coaching and performance management skills.
Ability to manage KPIs analyze reports and drive team performance.
Flexibility to work rotational shifts if required.
If you are a results-driven leader with a passion for customer experience and team development this is your opportunity to grow within a fast-paced and innovative fintech environment.
Key Skills
- EIGRP
- VOIP
- VMware
- Avaya
- BGP
- LAN
- OSPF
- QoS
- Project Planning
- Scripting
- Unity
- Troubleshooting
About Company
Jadeer is an HR solutions company that helps businesses build high-performing teams. We connect companies with the right talent, develop effective HR strategies, manage employee relations, automate HR processes, and streamline operations.Our expert team leverages industry knowledge, t ... View more
