Partner Support Team Leader

Application Deadline: 13 July 2024

Department: Customer Experience

Employment Type: Full Time

Location: Egypt

Reporting To: Sergei Piatkov

Description

Tabby is looking for a Partner Support Team Leader who is observant, goal-oriented, analytical, accountable, dynamic, and people-oriented. We want to collaborate with you if you want to establish a rewarding career and are certain that you have the abilities and experience to help us succeed! The ideal applicant enjoys interacting with others and proactively resolving problems. As part of service delivery, you will be in charge of managing partners deliverables, process maintenance and improvement, and people management. You will be responsible for identifying methods to improve our partner experience, and you should have extensive understanding of partner engagement channels as well as experience in a related business. A top-tier partner experience leader will have expertise that results in exceptional partner relationship management and a strong brand image.

Key Responsibilities

Responsibilities:

• Work closely with the team, motivating and coaching them.
• Facilitate meetings with management to discuss performance issues and provide feedback on progress.
• Participate in the Quality monitoring process.
• Manage a performance improvement routine, set priorities and improve procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Support the Operations Manager to highlight operational risks and areas for improvement.
• Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction.
• Support the Operations Manager to deliver business targets and objectives and create a performance oriented culture.
• Keep up to date with any industry changes affecting the business and relay this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
• Escalate any appropriate problems to senior management.
  
  
  

Skills, Knowledge and Expertise

Requirement:

• Minimum of 1 year experience within a contact center environment as a Team Manager
• Analytical mindset, Creative thinking
• Demonstrated success in B2B support management field would be beneficial
• Remote working team management experience would be beneficial
• Bachelor’s degree or higher qualification in a relevant discipline
• Fluency in English (your English level must be B2 or higher), great Arabic language knowledge
• Strong coaching, communication and people-development skills
• Ability to deal with demanding partners and escalations.
• Energetic and motivating individual
• Experienced with financial services, investment, banking, insurance, and similar industries
• Report development and presentation skill set