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Partner Support Team Leader

Company Name: Property Finder
Employment Type:Full Time
Location: Dubai
Experience: 3+ years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.

Position Summary
Lead and develop a team of assigned front line technical support agents to meet and exceed performance, quality, customer satisfaction, and any other relevant key operational metrics by providing them guidance, support and education to set them for success.
Set the direction of the team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a point of contact for escalated contact resolution of a supervisory or sensitive nature.
Key Responsibilities:
70% of the TL time is monitoring & coaching of daily CS operations
Follow the operations standard procedures to manage their team on a daily basis 
Support, motivate, evaluate, develop and coach their gents to continually meet and exceed their individual / team objectives
Completes regular monitoring of the teams handled contacts and provide appropriate feedback, coaching and education to ensure agents meet the minimum customer and quality standard requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
Provide “real time” support to Agents experiencing difficulties on calls and owns escalated customer contacts and leading the effort to satisfactorily resolution 
Making sure internal knowledge references are updated 
Acting as an advocate for our customer, reporting and acting on observed areas for improvement 
Actively seeking solutions to customer needs, communicating trends to management, and suggesting innovative solutions on behalf of the customer experience
Works with other stakeholders to identify issues and generate action plans for the assigned targets.
Ensure all PF policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. 
Analyze customers’ feedback to identify issues and coordinate with the Tech Support & Web Team for resolution.
Perform deep dive analysis on missed objectives to gather lessons learned, then use that information to update staff and internal reference materials and processes
Ability to multitask and meet multiple timelines.
Full understanding of the systems’ functionalities & company operations.
Desired Qualifications:
Bachelor’s degree preferred such as Organizational Psychology, Computer Science, Commerce and Business Administration.
Demonstrated verbal (speaking, listening, interpretation) and written communication skills
Minimum 3 years of experience in contact center operations 
Usage of MS Office 
Other Capabilities:
Problem solving 
Leadership skills
Team building /teamwork 
Coaching skills
Planning and organizing 
Customer service oriented
Ability to function in a fast-paced work environment
Performance measures knowledge and understanding