Customer Care Team Leader ( Voice - Non Voice ) - (BPO)

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).
• 2–4 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.