Call Center Supervisor

4 days ago

Qesm El Sheikh Zaid Al Jizah, Egypt Sanaddak Full time $30,000 - $60,000 per year

Sanaddak Egypt
is a dynamic and rapidly growing FinTech company dedicated to revolutionizing financial accessibility in Egypt. We provide an innovative and ethical micro-liquidity solution specifically designed for underbanked individuals. Our platform leverages cutting-edge technology to offer cash liquidity based on a unique buyback model using customers' gold jewelry as the basis for the transaction. Our mission is to empower our clients with immediate financial flexibility, foster financial inclusion, and promote financial literacy through accessible and transparent processes, all managed conveniently via our dedicated mobile application. We are committed to making a tangible impact on the Egyptian financial landscape.

Key Responsibilities

  • Lead, coach, and motivate a team of Customer Service Representatives to meet and exceed key performance indicators (KPIs) such as average handle time (AHT), customer satisfaction (CSAT), and first call resolution (FCR).
  • Conduct regular one-on-one coaching sessions, performance reviews, and team meetings focused on service quality and adherence to ethical finance practices.
  • Monitor and evaluate agent performance through call monitoring, data analysis, and quality assurance reviews, providing constructive feedback.
  • Ensure the team adheres to all company policies, procedures, and quality standards, particularly those relevant to the
    Sharia-compliant liquidity solution process
    ,
    gold valuation inquiries
    , and
    customer onboarding (KYC)
    .
  • Manage the daily workflow, including scheduling and real-time management of call queues to ensure optimal service levels for liquidity requests.
  • Identify trends and root causes of customer issues related to the application, valuation, or funds transfer processes, and implement corrective actions.
  • Handle escalated customer complaints and complex inquiries related to the
    Sanaddak application
    , the
    buyback transaction model
    , or the
    security of customers' gold
    .
  • Act as a subject matter expert on the
    Sanaddak liquidity solution
    , ensuring accurate and clear communication of all steps from online request to funds transfer via digital wallets.
  • Champion a customer-centric and ethical culture within the team, focusing on financial inclusion and clear communication.

Qualifications

  • Minimum of 6 years of experience
    working in a high-volume call center environment.
  • Minimum of 2 years of experience
    in a supervisory or team leader role.
  • Strong understanding of call center metrics, reporting, and operational procedures.
  • Familiarity with
    ethical financial principles
    and/or the mechanics of digital financial transactions (e.g., digital wallets, KYC processes).
  • Exceptional leadership, coaching, and people management skills.
  • Excellent verbal and written communication skills (bilingual skills may be an asset based on target market).
  • Strong analytical and problem-solving abilities to handle complex customer scenarios.
  • Proficiency with Contact Center technologies and CRM systems.

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