Our client, a global Fintech start-up based in the United Kingdom(UK) with offices in several other countries is looking to recruit an experienced Customer Service Team Leader – Somali speaking to head the 24/7/365 customer service operation in Nairobi.
The ideal candidate should have a background in online financial services, confident and a capable leader with problem-solving ability in a highly regulated fast-paced business.
The successful candidate will report to the Head of Operations and Customer Service in the UK office.
Key duties
Daily performance planning and management meeting with the UK team
Quality calibration and action planning with UK-based quality control manager
Appraisals and performance management of the Nairobi team.
Participation in continuous improvement process organised across global teams.
Contact centre business continuity and disaster recovery planning and delivery
Liaison with the outsourced HR support and outsource desktop support teams.
Responsible for recruitment in line with budgeted headcount requirements
Development and training of staff
Ensuring correct payroll and leave settlements for the team
Taking and resolving escalated enquiries
Requirements
5 years of progressive experience in customer service team leadership preferably in a fintech industry
Fluency in the Somali Language Demonstrated ability to work, manage, and meet competing deadlines in a fast-paced environment
Demonstrated success in supporting team members and senior management
Must have a proven track record of proactively identifying, communicating potential problems and proposing solutions
Bachelors degree in a business-related course
Demonstrated commitment to staff training and development
High level of interpersonal skills.
Fast thinking, proactive and confident working unsupervised using own initiative.
Have strong people management skills and be able to demonstrate experience in this area.
Ability to carry out responsibilities independently with minimal technical support
Proficiency in Microsoft office
Excellent communication skills.
Have a passion for accuracy and clarity of thought.
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