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 teamLead, coach, and mentor call center team leaders and staff to achieve high performanceFoster a positive and collaborative work environmentOperational Oversight:
Oversee daily operations of the call center to ensure efficiency and effectivenessMonitor call center performance metrics and KPIs, such as average handling time, first call resolution, customer satisfaction scores, etcEnsure compliance with company policies, industry regulations, and data security standardsCustomer Experience: Ensure the delivery of exceptional customer service that aligns with the company's standards and valuesAddress and resolve escalated customer issues and complaintsAnalyze customer feedback and implement improvements to enhance customer experiencePerformance Management:
Set performance goals and conduct regular performance evaluations for call canter staffIdentify training needs and coordinate professional development programsImplement strategies to motivate and retain top talent within the call center unitReporting and Analysis: Prepare regular reports on call center performance, customer feedback, and operational metrics for senior managementConduct data analysis to identify trends, opportunities, and areas for improvementUse data-driven insights to make informed decisions and drive continuous improvementRequirementsBachelor'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 industryProven track record of leading and managing a high-performing call center teamStrong understanding of FinTech products and servicesExcellent leadership, communication, and interpersonal skillsAnalytical and problem-solving abilities with a focus on data-driven decision-makingProficiency with call center technologies and CRM systemsAbility to work in a fast-paced and dynamic environment
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