RayaCX Banking Operations Manager

2 months ago

Madīnat an Naşr, Cairo, Egypt RayaCX Full time

Job Overview

RayaCX seeks an experienced Banking Team Leader to oversee the performance of our Account Advisors. If you have a proven track record in call center management, excellent communication skills, and a passion for delivering exceptional customer experiences, we encourage you to apply.

About You

We are looking for a highly motivated and organized individual with a Bachelor's degree and at least 2 years of experience in call center operations, preferably in the banking sector. Your excellent written and verbal English skills will enable you to effectively communicate with our clients and team members.

Key Responsibilities

  • Team Leadership: Supervise and manage the activities and performance of our Account Advisors, providing guidance and coaching to ensure they meet their Key Performance Indicators (KPIs).
  • Quality Assurance: Monitor transactions to ensure that our quality standards are met, identifying areas for improvement and implementing process changes as needed.
  • Performance Management: Conduct regular performance assessments of your team members, providing constructive feedback and development plans to enhance their skills and abilities.
  • Operational Efficiency: Optimize our processes and workflows to increase efficiency, reduce wait times, and improve overall customer satisfaction.
  • Crisis Management: Manage difficult calls and escalate issues promptly, ensuring that our clients receive timely and effective resolutions.
  • Collaboration: Work closely with our supporting functions to resolve operational issues and maintain high-quality service delivery.
  • Scheduling: Coordinate schedules and staffing levels to ensure seamless service delivery and minimize downtime.
  • Professional Development: Stay up-to-date with industry trends, best practices, and regulatory requirements, applying this knowledge to enhance our services and operations.

What We Offer

We offer a competitive salary of $60,000 per year, reflecting the importance of this role in driving our business success. In addition, you will enjoy a comprehensive benefits package, including health insurance, retirement planning, and opportunities for professional growth and development.

Join Our Team

If you are a results-driven leader with a passion for excellence, we encourage you to apply for this exciting opportunity to join RayaCX as a Banking Team Leader.

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