Trilingual Support Team Manager (English, French, Wolof)
• CDD
• Dakar, Senegal
• Management - Gestion de Projet

Wave
Wave hiring Trilingual Support Team Manager (English, French, Wolof).

Job description
Delighting our users is a core value at Sendwave. We are looking for a bilingual French/ Wolof Team Lead to help oversee the growing french/Wolof Team’s day-to-day tasks and provide guidance. As a new Team Lead, you will be responsible for monitoring the team’s daily performance across each support channel, individual staff metrics, and managing break times and holidays. You will also jump in to help our users in times of elevated volume. If you enjoy motivating coworkers and problem-solving, we’d like to consider you! Ultimately, you will make sure our User French/Wolof Reps are using their skills and training to successfully address our user’s needs.

In this role, you will:
• Drive, monitor & ensure that all your team metrics are in line with our targeted OKR’s
• Motivate, coach, and help develop the technical and customer service skills for all of our french/wolof representatives.
• Be responsible for seeing that our French/ Wolof-speaking users receive the best possible experience when they contact us via phone, text, or email.
• Directly supervise supervisors & senior representatives in this team.
• Monitor volume to ensure work is evenly distributed amongst the team.
• Provide daily motivation and recognition of team members.
• Effectively address unprofessional or non-constructive behavior situations as directed by your lead
• Developing a positive team relationship by being supportive, visible, and easily accessible.
• Handling challenging users and issues via the existing escalation processes.
• Provide input to your manager regarding workload volume and staffing needs.
• Train and evaluate your team, and develop a feedback mechanism to help us improve our product
• Develop and maintain a high level of knowledge as related to our mobile remittance services, user life-cycle, distribution campaigns, and the daily functions and operations of both new & existing users.
• And more tasks that can be assigned to you by leadership

Key details
• Location: Our company is 100% remote. You can be based anywhere in the United States, Canada, the United Kingdom, France, Germany, Belgium, Poland, Kenya, Rwanda, Senegal, or South Africa. We will consider contractors in countries not listed on a case-by-case basis.
• Compensation:
• Senegal: 1,645,200 XOF/month
• USA: $83,100 USD/annually
• Major benefits:
• Subsidized health insurance and retirement contribution matching (both vary from country to country)
• 26 weeks fully paid parental leave and subsidized fertility assistance
• Unlimited vacation with a 20-day minimum requirement
• $10,000 annual charitable donation matching

Job Requirements
• Prior call center leadership experience (3 years +)
• Must speak fluently French/Wolof and English
• Solid customer service, organizational, interpersonal, and motivational skills.
• The ability to interface with all levels of staff and management.
• Fully embraces our Sendwave values. In particular, taking full ownership of the outcomes that you’re responsible for, figuring out your root problem and working toward a solution that addresses it, prioritizing ruthlessly and focusing on egoless, self-improvement.
• Good understanding of Microsoft Word & Excel.
• Strong supervisory skills.
• Excellent oral/written communication and interpersonal skills.
• The capability to effectively handle multiple priorities in a fast-paced environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• A great attitude, professionalism, high level of energy.
• Must be able to work open hours if needed
• Please submit your resume in English.