Senior Care Operation Lead


Job Description

At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires. Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities. The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app. Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.

Key tasks

  • Leadership: Should be expected to direct and control. Must have excellent leadership skills and abilities
  • Good People Manager to bring motivation: Should be able to drive and deliver high performance through the right amount of motivation to get the expected results
  • Coaching and Mentoring: Expected to be great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage the team members to work harder
  • Ensure that customers are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times by ensuring right people at right place
  • Act as the interface between IT/Tech/Product Managers, Process and training Users (Care Agents) and the business by defining and communicating product requirements/process improvement recommendations based upon use cases
  • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
  • Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
  • Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
  • Conduct development reviews and recommend training and development plans.
  • Escalate any appropriate problems to senior management
  • Provide professional and candid responsive customer service by using excellent customer service skills
  • Handle High level escalations and share product/process improvement feedback relative to products, processes, management level informed deep dives experience
  • Handling customer complaints or refer them to appropriate areas for handling inquiries.

Key skills and requirements:

  • A minimum of 3 -5 years’ experience in people management, project management, leadership role experience in telecom sector or financial institute/NBFCs/Fintech. Banks/call Centre industry
  • At least 1-2 years in call Centre
  • Extensive knowledge of BPO and Call Centre setup
  • User journey mapping experience and ability to identify loopholes
  • Ability to stakeholder management
  • Ability to speak English and Urdu fluently and presentation skills
  • Banking Background/Telecommunication/Branchless Banking/Insurance Business/mobile wallet Experience is an added advantage
  • Experience of Handling BSS Application/ERP/L2 Systems Support
  • Strong coaching and people-development skills through call leadership, constructive feedback, etc.

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