Solution Center Lead

7 months ago

مصر, Egypt Envision Employment Solutions Full time

**Ready and hungry for a new adventure? You are definitely in the right place
We at **Envision Employment Solutions** are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale
- Our partners offer awesome work environment, competitive salaries, full benefits, and many others perks.**Our Hiring Process**:
**2. **During the call we will go through your resume and discuss the opportunities we have for you in details. We would love to learn a little bit about you, about your work experience and your career's goal. We will also be able to answer any questions you might have.
- ____________________________________________________

**Envision Employment Solutions** is currently looking for a **Solution Center Lead **for one of our partners, a multinational bank.

**Job Summary**:
The Solution Center Lead will ensure that customers receive friendly, professional, and consistently high-quality service while resolving various queries and getting it right the first time.

**Responsibilities**:

- Manage the day-to-day performance of the Solution Center operations to deliver a best in class service, meeting or exceeding all KPIs.
- Deliver the agreed Solution Center operations within agreed budgets, service levels and business targets.
- Work with all key stakeholders to build the strategy for the development of the Solution Center, staying abreast of new practices and technologies, and ensuring that the entity gains and maintains recognition for the high quality of customer service.
- Lead, inspire and co-ordinate the Solutions Center team at all levels to create motivated and engaged colleagues.
- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
- Provide management with periodic performance reports for Solution Center operations.
- Be responsible for the end-to-end quality and control process covering Solution Center agent’s performance and actions.
- Manage and entertain all issues and complaints raised by customers.
- Responsible for the recruitment, training, induction and coaching strategy across the Solution Center.
- Work closely with HR, L&D and Training delivery teams, taking responsibility for the ongoing development of all levels of Solution Center colleagues.
- Lead an effective resource planning team, ensuring that resources are fully utilized and any contact demand is effectively covered.
- Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies (telephony, CRM and WFM) to create a cost-effective operation consistently achieving contact handling SLAs.
- Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change, and influencing future change and projects to support and achieve improvements in the customer experience.
- Deliver cost efficiencies and increases in Customer Satisfaction Scores.
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, and regulatory and legal obligations are met across all interactions.

**Requirements**:

- Bachelor's degree in business, management, hospitality, or relevant field.
- 5+ years in Solutions Center customer service roles.
- Customer satisfaction.
- Leadership skills.
- Ability to motivate the team.
- Mentoring/ Coaching.
- Successful CEx operations.

**Benefits**:

- Competitive Salary based on experience
- Transportation and mobile allowance
- Profit Share
- Social and medical insurance
- Learning, development and career progression

**Envision Employment Solutions is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us

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