Manager - Customer Care

About ZainCash: ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA's Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq.

Job summary: We are seeking a dedicated and experienced Customer Care Manager to lead and manage our customer support team. The ideal candidate will have a proven track record in delivering exceptional customer service and driving continuous improvement within a customer care environment. This role will involve overseeing the day-to-day operations of the customer care team, developing strategies to enhance customer satisfaction, and ensuring that the team meets performance goals.

Key Responsibilities: Leadership and Management :

• Provide strategic direction and leadership to the call center team
• Lead, coach, and mentor call center team leaders and staff to achieve high performance
• Foster a positive and collaborative work environment

Operational Oversight :

• Oversee daily operations of the call center to ensure efficiency and effectiveness
• Monitor call center performance metrics and KPIs, such as average handling time, first call resolution, customer satisfaction scores, etc
• Ensure compliance with company policies, industry regulations, and data security standards

Customer Experience :

• Ensure the delivery of exceptional customer service that aligns with the company's standards and values
• Address and resolve escalated customer issues and complaints
• Analyze customer feedback and implement improvements to enhance customer experience

Performance Management :

• Set performance goals and conduct regular performance evaluations for call canter staff
• Identify training needs and coordinate professional development programs
• Implement strategies to motivate and retain top talent within the call center unit

Reporting and Analysis :

• Prepare regular reports on call center performance, customer feedback, and operational metrics for senior management
• Conduct data analysis to identify trends, opportunities, and areas for improvement
• Use data-driven insights to make informed decisions and drive continuous improvement

Requirements

• Bachelor's degree in Business Administration, Management, Finance, or a related field.
• Minimum of 3 years of experience in call center management, preferably in the fintech or financial services industry
• Proven track record of leading and managing a high-performing call center team
• Strong understanding of FinTech products and services
• Excellent leadership, communication, and interpersonal skills
• Analytical and problem-solving abilities with a focus on data-driven decision-making
• Proficiency with call center technologies and CRM systems
• Ability to work in a fast-paced and dynamic environment