وصف الوظيفة
Who Are We
HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.
HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.
Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.
The Job in a Nutshell💡
The Team Leader will manage a team of call center agents, ensuring service excellence for HALA’s B2B VIP customers. This role involves monitoring daily operations, providing guidance, and supporting agents in delivering high-quality service.
What You Will Do❓
- Supervise and support a team of call center agents, ensuring adherence to service protocols.
- Monitor performance metrics and provide coaching to ensure agents meet or exceed KPIs.
- Address escalated customer inquiries and complaints to ensure timely and satisfactory resolution.
- Conduct regular team meetings to discuss performance, updates, and feedback.
- Collaborate with Quality and Training teams to identify improvement areas and training needs.
- Bachelor's degree preferred, with 3+ years of experience in a contact center.
- Proven leadership and coaching abilities.
- Strong problem-solving skills and the ability to handle escalated situations effectively.
We believe you will love working at HALA!
- We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
- We offer highly competitive compensation packages, including the potential for shares.
- We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
- Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
- We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
- You will be given a lot of responsibility and trust We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best