Provide Direct Customer Support through various channels. Investigate and resolve customer complaints and queries – particularly the esclated ones. Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA. Continuously monitor the performance of the team, and craft tailored development plans for each member. Train and coach new comers, and provide the required training sessions for existing employees frequently. Oversee day to day performance and workflow, ensuring SLAs and targets are met. Create a healthy and comfort work environment. Conduct coaching sessions and 1:1s in an organized manner. Monitor chats/calls/tickets either live and saved and provide feedback. Support Process Improvement and contribute to process optimization. Support team members by answering questions and providing knowledge or solutions. Monitor adherence and conformance to shifts and schedules. Participate in budget build up Requirements Minimum 2 years experience in a call center environment. Bachelor’s Degree. Awareness of voice and non-voice KPIs. Excelent in Arabic and English.