Local Service Leader Middle East and Africa
New
R
RateHawkTravel Industry
Turkey. EgyptFull-TimeLead
SalaryBase payment + bonus.
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Job Details
- Required Skills
- Resource PlanningAnalytical SkillsTeam managementBudgeting
Requirements
- Experience in the travel industry or with B2B service operations.
- Proven leadership experience with a focus on mentoring and performance management.
- Strong analytical and problem-solving skills with a focus on process design and optimization.
- Experience with service standardization and driving team improvements.
- Demonstrated experience in hiring, budgeting, and resource planning.
- Ability to manage cross-functional efforts and share knowledge effectively.
- Strong initiative and a coaching mindset focused on continuous improvement.
Responsibilities
- Lead and coach Local Service Specialists and Service Managers, balancing workload and driving team growth.
- Monitor phone line health, consultation quality, and escalation flows, stepping in on sensitive cases.
- Own regional KPIs including SLA, CSat, NPS, FCR, AHT, and lost calls.
- Produce regular reports and translate data insights into actionable improvements.
- Maintain relationships with key accounts and represent the support function in the region.
- Ensure all communications adhere to the company's brand tone of voice.
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