Customer Care Manager - Call Center Operations

About Network International

Network International stands as the premier Financial Technology provider across the Middle East and Africa, servicing over 50 countries including the UAE, Jordan, South Africa, and Egypt. While payments remain our primary business, we also offer solutions in Data and Insights, Lending, Insurance, and Risk Management. Our clientele spans businesses of all scales, with increasing expansion into the direct-to-consumer card segment.

Our Employee Value Proposition

We prioritize innovation, agility, and meaningful collaboration to maintain our industry leadership. Our commitment is to empower our team members to make bold decisions, continuously learn, and develop expertise alongside leaders in the field. We emphasize trust, accountability, and shared success as essential elements of our culture, aiming to deliver real value to our customers daily as one unified team.

Role Overview

The Customer Care Manager will oversee and direct customer care operations throughout Africa. Responsibilities encompass establishing and enhancing service processes, ensuring compliance with service levels, customer retention efforts, monitoring operational metrics, team leadership, transformation initiatives, and quality assurance.

Key Responsibilities

• Lead and supervise the customer service and call center teams.
• Manage daily operational performance and quality control.
• Enhance customer satisfaction and retention rates.
• Develop and implement improvements in customer service processes.
• Monitor and manage key performance indicators and metrics.
• Coach and support team members' professional development.
• Coordinate with other departments to maintain seamless workflows.
• Provide leadership in resolving complex and high-impact service challenges.
• Handle customer complaints aiming to reduce recurrence.
• Lead transformation projects within the customer care department.
• Create policies and procedures that promote consistency, reliability, and dependability.
• Carry out additional responsibilities as assigned.

Essential Requirements

• Proven leadership skills and experience managing teams.
• Expertise in customer service operations within call centers.
• Ability to collaborate effectively with business partners.
• Excellent communication and interpersonal skills.
• Strong prioritization and organizational abilities.
• Analytical and problem-solving aptitude.
• At least 5 years’ experience in call center operations and transformation, with a minimum of 2 years in leadership positions.
• Proficient in both verbal and written communication.
• Demonstrates flexibility and promotes teamwork.
• A positive, ambitious attitude and quick adaptability to new tasks.
• High accuracy and attention to detail.
• Capability to handle multiple tasks efficiently.
• Methodical, organized approach to work.
• Strong skills in delivering presentations.