Dispute Team Leader

Application Deadline: 23 November 2025Department: Customer Experience ManagementEmployment Type: Full TimeLocation: EgyptReporting To: Mustafa SayedDescriptionThe Disputes Team Leader is responsible for managing a team of 10–15 Dispute Agents who act as intermediaries between customers and merchants. The role ensures that all disputes related to non-delivered orders, refund issues, and product concerns are handled promptly, accurately, and fairly. The Team Leader drives team performance to meet customer satisfaction, quality, and operational KPIs while ensuring accurate communication with both customers and merchants.Key ResponsibilitiesTeam Management & Performance Lead, motivate, and develop a team of 10–15 Dispute Agents.Monitor and drive key performance metrics including:Customer Satisfaction (CSAT)ProductivityAdherence & UtilizationOccupancy RateResolution within SLAQuality AccuracyReply and Handling TimeConduct regular performance reviews and provide coaching to enhance agent effectiveness.Ensure team readiness through ongoing training, calibration, and feedback sessions.Operational ExcellenceOversee the full dispute lifecycle between customers and merchants, ensuring timely and accurate resolution.Ensure all communications with merchants and customers are professional, clear, and compliant with internal standards.Monitor queues and manage workload distribution to maintain service levels.Identify process gaps and provide actionable recommendations for improvement.Quality & ComplianceMaintain high-quality standards in case handling, documentation, and follow-ups.Ensure all dispute cases are resolved in alignment with policy, service level agreements, and customer fairness principles.Collaborate with QA, Training, and Process Excellence teams to maintain continuous improvement.Skills, Knowledge & ExpertiseBachelor’s degree in Business, Management, or related field (preferred).Minimum 2–3 years of experience in a leadership role within Customer Experience, Dispute Management, or similar operational functions.Strong understanding of dispute handling, refund processes, and merchant-customer mediation.Excellent communication, problem-solving, and decision-making skills.Proficiency in performance management, coaching, and team motivation.Ability to work under pressure and maintain service quality in high-volume environments.