Customer Support Team Lead
Cairo, Egypt
Job Description
Company Description
Khazna was founded in 2019 with a mission to improve the financial well-being of 20M+ underbanked Egyptians, who have little access to formal financial services by providing access to convenient, effective and secure smartphone based financial services. We are consistently on the lookout for rock stars to help us solve for financial inclusion
We are looking for a Team Lead focused on placing the structure for our Community Operation team at Khazna. This is a critical role at this stage and the work that you will do will be significant in scaling to hundreds of thousands of users.
This role is a unique opportunity to shape the future of this early venture, Khazna. You will be responsible for managing a team of community operations experts and following up on their performance, development, and also participating in shaping the growth strategy and circle back with insights to the operations team to improve products and processes, amongst other things.
What you'll do
Khazna was founded in 2019 with a mission to improve the financial well-being of 20M+ underbanked Egyptians, who have little access to formal financial services by providing access to convenient, effective and secure smartphone based financial services. We are consistently on the lookout for rock stars to help us solve for financial inclusion
We are looking for a Team Lead focused on placing the structure for our Community Operation team at Khazna. This is a critical role at this stage and the work that you will do will be significant in scaling to hundreds of thousands of users.
This role is a unique opportunity to shape the future of this early venture, Khazna. You will be responsible for managing a team of community operations experts and following up on their performance, development, and also participating in shaping the growth strategy and circle back with insights to the operations team to improve products and processes, amongst other things.
What you'll do
- Build and nurture a good relationship with team members and motivate them to achieve maximal results.
- Stay present and available for your team; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback to Specialists.
- Create departmental-related reports on a periodic basis through tracking, measuring, and monitoring department performance to make decisions on improvement opportunities.
- Coach, develop, motivate, monitor, and follow up on team members’ performance, quality, and adherence for improving productivity and skills ensuring people development and high performance.
- Responsible for our SLA and other business metrics Quality score, CSAT.
- Interact closely with other team members in the course of work to ensure that everyone is updated on work progress in order to achieve maximum results.
- Coordinate day-to-day operations while constantly evaluating inflows and trends to most appropriately allocate labor resources in real-time.
- Act as a Subject Matter Expert (SME). Identify trending issues and guide Specialists to do the same in their daily work
Qualifications
What you'll need
What you'll need
- Bachelor's Degree & previous experience in a high-volume environment, including service industries, retail, or other support environments preferred but not mandatory.
- Good knowledge of English (written and spoken).
- High proficiency using computers and excel
- Excellent presentation skills to be able to present insights to leadership teams.
- Good motivational skills to bring out the best in team members.
- Good managerial skills to lead the team successfully.
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Job Detail
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Job IdJD1420701
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCairo, Egypt
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EducationNot mentioned