Tamara is the leading Buy Now, Pay Later provider in the MENA region. Our mission is to empower people to shop through an honest, transparent and inclusive financial solution. We provide a Buy Now, Pay Later solution for customers to pay with the ability to split their payments. The company operates out of its HQ in Saudi Arabia and has offices across the UAE, Germany and Vietnam.
About the role
This role reports to the Commercial Operations Director
What you’ll do
- Manage agents and supervisors on the ground while maintaining connection and engagement with cross functional teams
- Own and deliver on their channel targets, with robust plan to health in case targets were not met
- Handle key projects and program-manage critical initiatives for the channels they lead
- Identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible
- Report to management on key KPIs and SLAs - and ensure that we are delivering excellent merchant experience
- Identify improvement initiatives and manage their execution along with relevant team members
What you bring to the team:
- Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline.
- Prior experience (min 5 years) in service-industry or customer support, in a high-volume and very fast-paced environment
- Experienced in running large teams and leading managers, and team leaders
- A high bar across the board - from your own contributions to the people you work with to the tools you work on
- Prior professional experience with optimization, processes, systematic organization, and project management
- Demonstrated Data/Analytics experience; Excel proficiency is required, knowledge of Zendesk highly preferred
- Strong attention to detail & project management skills
- Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength
- Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
- SQL proficiency
- Project Management