The Role
As Team Leader you will be responsible to lead all aspects of our growing team of Customer Service Representatives. The Customer Support team is at the forefront of our business, answering our community's questions and tending to their needs!
You will motivate, review and assess individual and team performance on a real-time basis, from a service quality perspective as well as efficiency and productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets.
You should be passionate about customer service and be excited to lead a team that is committed to providing an exceptional customer experience.

Responsibilities
Manage scheduling, assign tasks to Customer Service Representatives and oversee completion of tasks
Monitor team performance and track the metrics
Lead regular 1-1’s with Customer Service Representatives
Act as escalation point during shifts; answer agents queries and resolve complex cases and handle customer escalations or complaints.
Build shift reports ensuring main information, escalations and issues are tracked
Perform weekly quality review of agents’ tickets and calls
Identify and propose improvements to drive quality, efficiency and productivity
Requirements
Minimum two years experience in a Customer Service Department
Supervisory and leadership experience - you’ve shown that you can drive accountability, talent and productivity.
Excellent written and verbal communication skills
Excellent interpersonal skills - You establish trust and effective working relationships with agents, management, and other departments
Strong organizational,time-management, and problem-solving skills - able to work on multiple things simultaneously
Willingness to work regular weekend shifts
Proficiency in English and French.. Additional languages are welcome
Passionate about customer experience and how continuously improve customer satisfaction.
Able to use Excel and use data to make informed decisions.
Desired
Experience in quality review
Experience in Zendesk, Explore and SQL
Financial industry knowledge
Benefits
Competitive salary
Flexible hours
Regular team events
Learning and Development budget for your professional development needs
Taptap equipment (laptop, accessories)
Work from home desk stipend
Headspace Subscription.
Lieu de travail
Casablanca, Maroc
Date d'expiration
27 Avril
Niveau de poste
Débutant / Junior| Responsable d'équipe
Secteur d'activité
Banque, Assurance, Finance
Nombre de postes
01
Type de contrat
CDI