Head of Contact Center

15 hours ago

مصر, Egypt Tabby Full time

**About us**:

- Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 4,500,000 active users choose Tabby to stay in control of their spending and make the most out of their money.
Over 15,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale's use Tabby's technology to accelerate growth and gain loyal customers by offering flexible payments online and in stores. Tabby is active in Saudi Arabia, UAE, Egypt and Kuwait and backed by leading investors including Sequoia Capital India, STV, PayPal Ventures, Mubadala Investment Capital, Arbor Ventures and others.**About the role**

**You will**:

- Develop and implement contact center strategies and procedures to improve customer satisfaction, efficiency, and productivity.
- Manage a team of customer service representatives, including recruitment, training, coaching, and performance management.
- Monitor and analyze contact center metrics to identify trends and areas for improvement.
- Implement quality assurance measures to ensure that all customer interactions meet established standards.
- Develop and maintain relationships with internal stakeholders, such as marketing, sales, and operations, to ensure that the contact center supports business objectives.
- Provide regular reports and updates to senior management on the performance of the contact center.
- Stay up-to-date with industry trends and best practices and implement changes as needed to improve contact center performance.
- Ensure compliance with all relevant regulations and standards, such as data privacy and security.
- Control the legal aspect of CC operations
- Own relationships with external providers, i.e. telco, recruitment, outstaffing etc.

**This might be right for you if**:

- Excellent analytical and problem-solving skills.
- Knowledge of customer service principles and practices.
- Bachelor's degree in business, management, or a related field.
- At least 5 years of experience in managing a contact center, preferably in a customer-facing industry.
- Strong leadership and communication skills, with the ability to motivate and develop a team.
- Experience with contact center technologies, such as CRM systems and IVR systems.
- Fluent in English and Arabic.
- Experience in setting up a contact center from the ground
- Experience in designing and documenting business processes, standards and instructions
- COPC certification or similar,
- Experience in a highly loaded in-house or outsource CC

**What you can expect**:

- We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
- A working environment that gives you autonomy and responsibility from day one.
- You should be comfortable with the idea that the quality of your work will influence the shape of your career.
- Participation in company's employee stock options program.
- Health Insurance

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).

If this sounds exciting to you, we'd love to hear from you

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