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TamaraCustomer Care Manager - UAE
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Customer Care Manager for UAE customer care. The role is…
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About This Role
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Customer Care Manager for UAE customer care. The role is based at Tamara's Cairo site and answers for how well the UAE customer care group performs. The manager leads through Team Leaders, sets the standard for the team and holds the team to it, and works hands-on with operational data and tools. Operational leadership…
Job Description
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Customer Care Manager for UAE customer care. The role is based at Tamara's Cairo site and answers for how well the UAE customer care group performs. The manager leads through Team Leaders, sets the standard for the team and holds the team to it, and works hands-on with operational data and tools.
Operational leadership is central. The manager provides direction to Team Leaders, oversees daily output and supervision, and is accountable for department metrics like SLA compliance, average handle time and CSAT. The role requires examining unprocessed call-center and feedback figures firsthand, and addressing performance gaps through coaching, shift changes, queue adjustments and workflow improvements.
Quality and improvement work involves collaborating with QA and training groups on onboarding, coaching and upskilling. The manager serves as the last stop for difficult or delicate UAE complaints, reviews survey results to understand customer opinions of services and team performance, and runs structured reviews with Team Leaders to build their leadership skills.
People development matters too. The manager builds a motivated team with strong retention through transparent performance management, regular feedback and recruitment that draws top talent. The posting describes the work as fast-paced, high-volume and multi-channel, with an offshore site to manage.
Candidates should have a history of supervising supervisors in a heavy-traffic care operation, preferably having run a contact center from start to finish. Hands-on fluency with CRM, telephony and channel tools such as Zendesk or Salesforce is expected, along with data visualization skills, careful attention to detail, project planning ability and a bias for swift execution.
Responsibilities
- Direct Team Leaders and oversee each day's throughput and operational supervision so customer contacts reflect well on the company.
- Be accountable for team metrics such as SLA attainment, handle time and satisfaction scores.
- Review unfiltered call-center and survey figures personally to spot trends.
- Address performance gaps through coaching, shift changes, and queue and workflow adjustments.
- Collaborate with QA and training staff on onboarding, coaching and skills growth.
- Serve as the final step for hard or delicate UAE customer complaints.
- Analyze customer surveys to understand opinions of services and team performance.
- Run formal reviews of each Team Leader's performance.
- Lead recruitment to build a strong talent pool.
Requirements
- Track record supervising supervisors in a heavy-volume, multi-channel customer care setting.
- Deep operational fluency with the tools, data and workflows of the team.
- Skill at turning unprocessed call-center analytics and feedback surveys into concrete improvement plans.
- Data-driven, emotionally intelligent leadership during structural change.
- Strong attention to detail and project management skills.
Qualifications
- Advanced hands-on experience with CRM, telephony and channel tools such as Zendesk or Salesforce.
- Able to use charting software to monitor performance numbers.
- Ability to balance careful detail with swift execution.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting says the manager leads UAE customer care from Tamara's Cairo site.
Which KPIs does the role own?
The posting mentions SLA compliance, handle time and satisfaction scores, among other department metrics.
What experience is required?
The posting asks for prior experience supervising supervisors in a busy, multi-channel care operation.
Is a salary stated?
The posting does not specify a salary.
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