About Us:

Swvl is the leading technology company in the mass transportation market. We are a fast-growing data-driven company which is disrupting the public transportation market in multiple continents making people’s lives better on a daily basis in countries such as Egypt, Kenya, Pakistan and others.

Swvl is a revolutionary idea that was born from passion, loyalty, and persistence to face all challenges on the table, Swvl is not just a means to facilitate commuting, but a hunger to strive for solutions, encourage the contribution of youth in innovation and inspire change. Swvl has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day.

Role Responsibilities:

  • Manage day-to-day operations at our outsourced partner for multiple geographies
  • Develop flows and processes for multiple communication channels between captain, account
    manager, rider and operation teams effectively
  • Improve satisfaction and NPS survey scores
  • Continuously work on improving customer experience and Swvl's processes to handle rapidly
    increasing scale with a lean team
  • Cultivate and maintain deep relationships with our outsourced partner and local account management
    teams to drive projects
  • Be a subject matter expert in the outsourcing domain, constantly review the technologies and tools
    used to enhance experience

Role Requirements:

  • 2-4 years of experience managing outsourcing projects and cross-functional teams
  • Proficiency in SQL
  • Outstanding business judgment and critical thinking skills with the ability to use data to quickly
    establish high-value priorities and strategies to pursue them
  • Experience working effectively with internal and external partners in a constantly evolving, rapid-
    growth environment
  • Experience and sound knowledge of the BPO industry (Should know which levers to pull and engage
  • Exceptional problem-solving skills and a proven track record of championing innovation
  • Enthusiastic and motivational leadership established through persuasion - leading by example for staff, peers, and senior leaders across all company function