JOB DESCRIPTION
Responsibilities
Team Leadership and Management
- Lead, motivate, and manage a team of Senior Agents to achieve individual and team performance goals.
- Conduct regular team meetings and one-on-one check-ins to provide feedback, set expectations, and address any concerns.
- Foster a positive and collaborative team environment.
Performance Improvement
- Develop and implement strategies to improve Senior Agents' productivity, efficiency, and quality of work.
- Monitor team performance and report on metrics to senior management.
- Provide coaching opportunities to team members.
Customer Issue Resolution
- Handle escalated customer issues and ensure prompt resolution.
- Ensure complaints are handled in respect of SLAs and regulations.
- Ensure app reviews are answered in respect of SLAs.
Support and Development
- Help and assist Senior Agents in handling complex cases.
- Provide Senior Agents the support required to perform their daily tasks.
Recruitment and Onboarding
- Assist in the recruitment and onboarding of new team members.
Compliance and Reporting
- Ensure team compliance with company policies and procedures.
- Communicate challenges to management.
Project Management
- Lead and manage projects assigned by management, ensuring timely and successful completion.
- Collaborate with cross-functional teams to achieve project goals and deliverables.
Requirements
- Language Proficiency: Fluent in English and at least one additional language (French, Italian, Spanish, Portuguese or German).
- Experience: Minimum 2 years of experience in a Customer Service Department, with a proven track record of meeting or exceeding performance expectations.
- Leadership & Development: Strong interest in developing leadership skills with the ability to drive accountability, team performance, and talent development in a fast-paced, evolving environment.
- Communication & Interpersonal Skills: Exceptional written and verbal communication skills, with the ability to build trust and collaboration across teams, management, and cross-functional departments.
- Organizational & Problem-Solving Skills: Ability to prioritize tasks efficiently, manage multiple responsibilities, and maintain a solution-oriented mindset under pressure.
- Customer-Centric Mindset: Passionate about enhancing the customer experience and continuously improving customer satisfaction.
- Data & Analytical Skills: Proficiency in Excel and the ability to leverage data-driven insights to inform decisions.
- Flexibility & Commitment: Willingness to work regular weekend shifts and adapt to changing business needs.
- Industry Knowledge: Understanding of the financial industry, including familiarity with money transfer services, banking, or fintech operations.
- Location: Must be available to work on-site at our offices in Casablanca or London.
Desired
- Experience in quality review
- Experience in Zendesk, Explore and SQL
- Financial industry knowledge
Salary
Competitive
Monthly based
Location
Casablanca, Morocco, Morocco
Job Overview
Location
Casablanca, Morocco, Morocco
