Ecare Team Leader (Live Chat, WhatsApp, and Social Media)

Location -Amman  ,Jordan (JO) 

Job ID -6406

​​​​​​Key Responsibilities:


  1. Team Leadership:


    • Lead and inspire a team of Ecare agents to meet performance goals and KPIs.
    • Offer guidance, coaching, and consistent feedback to help team members improve their abilities and understanding.
    • Cultivate a supportive team environment that encourages collaboration and ongoing enhancement.
    • Hold frequent team meetings to discuss objectives, expectations, and performance progress.


  1. Change Management:


    • Identify process improvement areas and plan change strategies.
    • Coordinate with stakeholders to plan, execute, and monitor process changes.
    • Ensure team members are well-trained on new processes and technologies.
    • Manage resistance to change and encourage adaptability.



  1. Customer-Centric Focus:


    • Promote a strong customer-centric approach, emphasizing customer satisfaction for both internal and external customers.
    • Oversee and assess customer interactions to uphold quality and compliance with set standards.
    • Resolve escalated customer issues promptly and to their satisfaction.
    • Consistently search for ways to enhance the customer experience and collect feedback for process improvements.




  1. Performance Management:


    • Set clear performance targets and monitor individual and team performance.
    • Conduct performance evaluations, provide constructive feedback, and develop improvement plans as necessary.



  1. Compliance and Reporting:


    • Ensure team adherence to company policies, procedures, and industry regulations.
    • Generate and analyse reports related to team performance, trends, and customer feedback.
    • Take corrective actions to address any compliance issues or deviations.




  • Proficiency in Sprinklr or other chat software and reporting tools.
  • Knowledge in social media platforms and their integration into customer service operations.
  • Bachelor’s degree in business, management, or a related field.
  • Strong change management skills and the ability to drive process improvements.
  • Exceptional interpersonal and communication skills.
  • Customer-centric mindset with a passion for delivering outstanding service.
  • Knowledgeable about social media platforms.
  • Strong analytical and problem-solving abilities.
  • Demonstrated leadership and coaching capabilities.
  • Ability to work under pressure and meet tight deadlines.
  • 4-6 years of experience, with at least 1-2 years in a supervisory or team leader role.

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.