Customer Success Assistant Manager

Job Purpose:

The Call Center Assistant Manager supports the Call Center Manager in leading and overseeing

Flooss's in-house customer care operations. The role ensures efficient handling of inbound and

outbound customer interactions related to financing applications, disbursements, settlements and

payments, while maintaining adherence to Flooss's internal maker-checker control structure,

Sharia compliance principles, and service quality standards.

The Assistant Manager will be instrumental in supervising day-to-day operations, maintaining

system efficiency (CRM, IVR, call recording), ensuring accurate documentation, and supporting

the overall customer experience lifecycle.

Roles & Responsibilities:

Operational Management

•Support the department head in managing the daily operations of the Flooss Contact Center.

•Monitor call traffic, agent availability and service levels to ensure optimal coverage and response times.

•Implement standard operating procedures (SOPs) to ensure consistency and compliance with company policies.

•Ensure effective utilization of CRM, IVR and call recording systems.

Performance Monitoring & Reporting

•Track and analyze key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR) and Customer Satisfaction (CSAT).

•Prepare and submit periodic performance reports to management, highlighting service trends, areas for improvement and action plans.

•Identify gaps in performance and recommend improvements.

•Assist in developing dashboards and KPI reports for management review and compliance monitoring.

Team Leadership & Development

•Supervise and support call center agents, providing coaching, feedback and motivation to enhance performance.

•Conduct coaching sessions and periodic training to enhance communication skills, product knowledge, and regulatory awareness.

•Manage shift schedules, attendance and adherence to work hours.

•Conduct coaching sessions and periodic training to enhance communication skills, product knowledge, and regulatory awareness.

Customer Experience & Quality Assurance

•Monitor call quality to ensure adherence to Flooss's communication standards and Islamic financing principles.

•Contribute to the development and maintenance of call scripts, FAQs, and knowledge bases for both Arabic and English support.

•Support the implementation of Voice of the Customer feedback mechanisms and complaint trend analysis.

•Ensure all customer data handling is in compliance with data protection and confidentiality standards.

Process Improvement & Compliance

•Assist in developing and implementing quality assurance frameworks.

•Ensure all customer data handling is in compliance with data protection and confidentiality standards.

•Identify automation opportunities to improve efficiency and reduce manual workload.

•Collaborate with the Product and Operations teams to address system-related issues and optimize workflow efficiency.

Qualifications & Experience
:

•Bachelor's degree in Business Administration, Communications, or related field.

•Minimum 5 years of experience in a call center environment, with at least 2 years in a supervisory or assistant managerial role.

•Experience in fintech, banking, or financial services preferred.

•Strong understanding of call center systems (CRM, IVR, ticketing tools).

•Knowledge of Arabic and English (bilingual proficiency required).

Key Skills & Competencies:

•Excellent leadership, communication, and interpersonal skills.

•Excellent verbal and written communication skills in both Arabic and English.

•Strong analytical and problem-solving abilities.

•Ability to work under pressure and meet tight service-level targets.

•Customer-oriented mindset with a focus on quality and compliance.

•Proficiency in Microsoft Office and CRM reporting tools.

•Proficiency in tools such as Meta Business Suite, Canva, Buffer/Hootsuite, WhatsApp Business, email marketing platforms (e.g., Mailchimp), and chatbot systems.

•Flexible availability with the ability to work variable shifts and meet tight deadlines.