Contact Center Outbound Manager- Customer Service - Casablanca

Job Description

Our Mission Reduce inequity by helping immigrants move money home by becoming the leading cross-border fintech for immigrants.The Team-> Founded by Harvard grads / 3rd-time founders --- also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO).-> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) --- we like moving fast, and we hire people that do as well.-> Driven by mission, guided by values (see below) ? in deed, not just word.-> Team as global as the mission, >30 languages from 25 countries (i.e., if you?re interested in learning to make Chicken Moambe, we?re the place).About UsTaptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman?s words or TechCrunch articleLaunched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Its first product, Taptap Send, allows immigrants to send money home instantly and with no fee, saving money in the process. With a formal market size of >700B alone, we?ve got a lot more saving to do for our users. And that?s just the beginning?.Our InvestorsSpark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angelsThe RoleTaptap Send is bringing the Contact Centre operations to the next level, making sure we deliver industry-leading customer experience. This is a great opportunity for a driven individual to get in charge of shaping the future operations of Customer Service outbound operations at one of the most exciting Fintech startups in the world. You will take care over delivery of the unification project for a group of our small, local, outbound call centers, scaling them up, optimizing, and running their operations.You will make sure that all the teams use optimal technology (software and equipment), performance management (metrics definition, reporting, best practices), people management standards (guidelines for recruitment, training, onboarding, compensation policies) .Responsibilities :

• You will help us to find the most efficient setup for our international outbound operations in the matrix management environment.
• You will establish efficient collaboration with regional stakeholders finding the right balance between synergies coming from the outbound operations unification and delivering to our Users on the local level, being close to their communities.
• You will run outbound operations through both, in-house, and outsourced setups.
• You will work closely with Tech, Markets, Product, Quality, WFM teams to give your teams everything they need to deliver the expected performance.
• You will own the outbound process as a product, driving its improvements and owning outbound- and retention-related KPIs.
• You will scale up the team using tech tools and operational smartness.

• You have at least 5 years of experience in leading multilingual Contact Centre operations, with at least 150FTEs, multisite setup
• You are willing to have full stake ownership of the outbound communication area and being in charge of designing organizational and infrastructural setup, that will enable a high performance of your team. You can navigate the performance in both in-house and outsourced setups.
• You have a deep understanding of outbound campaigns performance management, including multichannel outbound strategies management and scenarios.
• You have a successful track record of leading customer retention campaigns.
• You have a deep understanding of outbound campaigns management, including tooling, outbound calling methodology, KPIs management.
• You are familiar with Contact Center P&L management and you have the ability to position your team as a profit centre.

• Joining the team where the real ownership of your business area meets a competitive compensation package
• Taking over high-impact high-exposure role
• Employer pension contributions (UK)Real work from anywhere Access to the global network of WeWork offices
• Professional development opportunities (e.g. language lessons, trainings, etc.)Private health insurance (depends of country of residence)Behavioral health benefits
• All the tool you need to make your journey with Taptap Send successful

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