Digital Support Chat Team Leader

Job Description:

Digital Support Chat Team Leader

Location: Cairo (Hybrid depending on business needs)
Job Type: Full-time
Department: Digital Support Team

Purpose of the Role

The purpose of the Digital Support Chat Team Leader role is to lead and engage a team of Digital Support Chat Specialists to ensure the delivery of agreed customer experience standards, service/productivity metrics, adherence to quality targets and the monitoring of team compliance to company, industry, and regulatory standards.

They drive operational performance and effectiveness within Digital Support and ensure the optimisation of capacity and capability, where necessary, dealing with emerging business issues in a timely and effective way. To achieve this, they work closely with other teams/functions to identify and help facilitate continuous improvement of, data metrics, customer experience and end to end processes. They are also responsible for improving and sustaining employee engagement within their team.

The role holder supports the Digital Customer Service Manager to facilitate the creation of an environment where customer experience is aligned with regulatory compliance and evidenced by good customer outcomes.  

What You’ll Do

• Lead, coach, and develop a team of chat specialists to meet service and quality goals.
• Monitor performance metrics and implement improvement plans based on data insights.
• Ensure compliance with internal policies and external regulations.
• Collaborate with planning, training, and quality teams to optimize processes and capacity.
• Handle escalated customer queries and complaints with professionalism and care.
• Support continuous improvement initiatives and contribute to strategic projects.
• Promote a high-performance culture through regular feedback, recognition, and development.
• Deputise for the Digital Customer Service Manager when required.

What You’ll Bring

• Managerial, leadership, or coaching experience in a call centre or digital support environment.

• IT-related background or qualification is essential.
• Strong communication and stakeholder management skills.
• Ability to analyse data and translate insights into actionable improvements.
• A proactive, adaptable mindset with a passion for digital service excellence.
• Experience working in a regulated environment with a strong understanding of compliance.
• Proven ability to manage competing priorities and lead teams through change.
• Emotional intelligence and resilience to support team wellbeing and performance.
• Commercial awareness and a customer-first approach.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

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