Send me Jobs like this
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
-
Team Leadership & Coaching
- Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).
- Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.
- Create and maintain development plans to grow skills and retain top performers.
-
Operational Delivery
- Manage daily workflows, escalations, and partner deliverables across multiple support channels.
- Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).
- Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.
-
Quality & Process Management
- Participate in QA monitoring and ensure action plans are executed.
- Champion the side-ticket and escalation framework to maintain efficiency and traceability.
- Keep the team updated on product/process changes and industry trends.
- Identify opportunities for automation and workflow improvement to enhance partner experience.
- Stakeholder & Business Alignment
- Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
- Support delivery of business targets through reporting, root-cause analysis, and solution proposals.
- Escalate high-impact issues to senior management with clear data and recommendations.
Desired Candidate Profile
- Proven success in contact center or B2B support leadership (1+ years as TL or Manager).
- Experience with financial services, fintech, banking, or e-commerce preferred.
- Strong coaching, people development, and performance management skills.
- Excellent analytical and problem-solving abilities; able to turn data into action.
- Fluency in English (B2+) required; strong Arabic is an advantage.
- Experience in remote or distributed team management is a plus.
- Confident handling demanding partners, escalations, and sensitive situations.
- Skilled in reporting and presenting findings to management.
- Bachelor s degree in a relevant discipline (business, operations, or related field).
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Partner Support Team Leader
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
tabby