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)
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.
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.
Initially established as a subsidiary of Future Group, Jadeer has been operating since 1994, where the company has grown to become a renowned agency in the recruitment industry. The company has earned a reputation for excellence by investing in technology and utilizing high-tech software to streamline the recruitment process, which has further solidified our reputable image in the market.
Our commitment to providing exceptional service, along with our ability to adapt to the evolving needs of the industry, have helped us stay ahead of the competition, while our focus on innovation, combined with our extensive experience, have enabled us to maintain our position as one of the most trusted and reliable HR consultancy in the market.
