We are seeking a Partner Support Operations Manager to support and assist the Manager, Innovation Lab and Merchant Experience in managing our partner support operations in Egypt. The Partner Support Operations Manager will play a critical role in ensuring the smooth and efficient day-to-day functioning of the contact center, contributing to the achievement of key performance indicators and customer satisfaction goals.
Key Responsibilities
Responsibilities:
Assist in managing and mentoring a team of partner support team leaders and partner support agents to maintain a high-performance work environment.
Work closely with the Manager, Innovation Lab and Merchant Experience to implement strategies for delivering exceptional partner experiences and meeting or exceeding KPIs, including specific metrics such as productivity, full resolution time and customer satisfaction score (CSAT).
Supervise the daily operations of the partner support team, including call handling, email support and live chat.
Collaborate with cross-functional teams to maintain a seamless partner experience across all touchpoints.
Support training programs to enhance the skills and knowledge of partner support team leaders and agents, ensuring their ability to provide effective solutions.
Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.
Contribute to workforce planning, scheduling, and resource allocation to meet partner demand and maintain service levels.
Participate in initiatives to optimize partner interaction channels, enhance self-service options, and implement innovative solutions to improve partner engagement.
Assist in addressing and resolving escalated partner issues and complaints.
Stay updated on industry trends, partner preferences, and emerging technologies.
Collaborate with the Manager, Innovation Lab and Merchant Experience in preparing and presenting regular reports on contact center performance to senior management.
Ensure familiarity with and effective use of specific CRM systems and contact center technologies utilized by the company including Tableau, Looker, Metabase.
Skills, Knowledge & Expertise
Bachelor's degree in Business Administration, Customer Service, Partner support, or a related field.
10 years of experience in contact center management, with 5 years of experience in a leadership role (e.g., supervisor or team lead).
Knowledge of customer service principles, call center operations, and customer experience management.
Proven ability to contribute to KPIs related to customer satisfaction, response times, and resolution rates.
Strong communication skills in English and Arabic, both written and verbal.
Familiarity with customer relationship management (CRM) software and contact center technology.
Leadership and team management abilities, with the ability to motivate and develop a diverse team.
Problem-solving skills and a customer-centric mindset.
Knowledge of local regulations and cultural nuances affecting customer interactions in the Middle East market.
Flexibility and adaptability to changing customer needs and operational requirements.
Skills, Knowledge and Expertise
Benefits:
Competitive salary.
Comprehensive benefits package.
Professional development and training opportunities.
Highlight opportunities for career growth within the company, including potential paths to senior management roles and professional development opportunities.
Work in a collaborative and innovative environment.
