Partner Support Team Lead

Founded by Michael Lahyani in 2005 as a magazine (Al Bab World), Property Finder today is a single technology platform and brand across multiple countries in the MENA region. We offer the most advanced tools and best-in-class user experience for homeseekers, real estate brokers, and developers. Property Finder's most recent valuation secures our status among the Middle East's emerging unicorns, affirming a growth-oriented identity.

Over the years, we've expanded our operations to Bahrain, Egypt, Qatar, Saudi Arabia, and secured a strategic shareholding in Hepsiemlak, the leading property portal in Turkey. With over 600+ dedicated people in 6 regional offices, we facilitate more than 14 million monthly visits across our platforms, solidifying our position as a regional powerhouse in the proptech space.

As the pioneering portal for homeseekers in the region, we are on a mission to motivate and inspire people to live the life they deserve.

Position Summary:

Lead and develop a team of assigned front line technical support agents to meet and exceed performance, quality, customer satisfaction, and any other relevant key operational metrics by providing them guidance, support and education to set them for success.

Set the direction of the team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a point of contact for escalated contact resolution of a supervisory or sensitive nature.

Key Responsibilities:

• 70% of the TL time is monitoring & coaching of daily CS operations
• Follow the operations standard procedures to manage their team on a daily basis
• Support, motivate, evaluate, develop and coach their gents to continually meet and exceed their individual / team objectives
• Completes regular monitoring of the teams handled contacts and provide appropriate feedback, coaching and education to ensure agents meet the minimum customer and quality standard requirements
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Provide “real time” support to Agents experiencing difficulties on calls and owns escalated customer contacts and leading the effort to satisfactorily resolution
• Making sure internal knowledge references are updated
• Acting as an advocate for our customer, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to management, and suggesting innovative solutions on behalf of the customer experience
• Works with other stakeholders to identify issues and generate action plans for the assigned targets.
• Ensure all PF policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
• Analyze customers’ feedback to identify issues and coordinate with the Tech Support & Web Team for resolution.
• Perform deep dive analysis on missed objectives to gather lessons learned, then use that information to update staff and internal reference materials and processes
• Ability to multitask and meet multiple timelines.
• Full understanding of the systems’ functionalities & company operations.
  
  

Desired Qualifications:

• Bachelor's degree preferred such as Organizational Psychology, Computer Science, Commerce and Business Administration.
• Demonstrated verbal (speaking, listening, interpretation) and written communication skills
• Minimum 3 years of experience in contact center operations
• Minimum 1 year of experience in People Management Roles
• Usage of MS Office
• Proficient English and Arabic Speaking & Writing Skills
  
  

Other Capabilities:

• Problem solving
• Leadership skills
• Team building /teamwork
• Coaching skills
• Planning and organizing
• Customer service oriented
• Ability to function in a fast-paced work environment
• Performance measures knowledge and understanding
  
  

Our promise to talent

We encourage our people, called creators, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation.

Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company’s growth also means personal growth.

Overall it is a place for you to be your best self.

Property Finder Principles

• Move fast and make things happen
• Data beats opinions
• Don’t confuse motion with progress
• Failure is success if we learn from it
• People over pixels
  
  

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