●      Lead a 24/7 team of customer service representatives, including hiring, scheduling, training, coaching, motivating, providing feedback, and handling customer escalations

●      Drive continuous improvement projects through change management across the business; design Support workflows according to ZainCash Company strategic goals aimed at customer excellence and world-class partner experience

●      Build out new policies and procedures to support our on-site teams and customers

●      Develop a strategy for collecting, analyzing, and improving upon key call center metrics (e.g. Average Handle Time, Customer Satisfaction, and Conversion)

●      Recruit & develop staff and the unit to meet KPIs and go beyond the current circumstance to achieve success.

●      Participate in the products and service development, testing, and improvement of enterprise and VIP services in coordination with the concerned departments.

●      Work with key stakeholders to implement new service strategies across all customer touchpoints.

●      Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

●      Preparing reports and analyzing customer care data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

●      Create initiatives to improve customer experience and care