Customer Care Team Leader ( Voice - Non Voice ) - (BPO)

Jadeer is hiring a Customer Care Team Leader (Voice – Non Voice) on behalf of one of our clients based in Egypt, New Cairo. Our client is a leading fintech company operating in the digital payments and consumer finance sector across the Middle East. Through strategic partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance purchasing power and create seamless customer experiences.

Job Title: Customer Care Team Leader (Voice – Non Voice)

Key Responsibilities

• Lead and manage a team of customer care advisors across voice and non-voice channels.

• Monitor daily operations to ensure service quality, productivity, and KPI achievement.

• Provide coaching, mentoring, and performance feedback to drive continuous improvement.

• Handle escalated customer complaints and complex cases, ensuring timely resolution.

• Analyze performance reports and identify areas for operational enhancement.

• Ensure adherence to company policies, compliance standards, and service guidelines.

• Support recruitment, onboarding, and training of new team members.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Commerce, or a related field (preferred).

• 2–4 years of experience in customer service/contact centers, with at least 1 year in a supervisory or team leader role.

• Experience in fintech, banking, e-commerce, or digital services is a strong advantage.

• Excellent communication skills in English and Arabic (verbal and written).

• Strong leadership, coaching, and performance management skills.

• Ability to manage KPIs, analyze reports, and drive team performance.

• Flexibility to work rotational shifts if required.

If you are a results-driven leader with a passion for customer experience and team development, this is your opportunity to grow within a fast-paced and innovative fintech environment.