Customer Experience Manager

4 weeks ago

Madīnat an Naşr, Cairo, Egypt RayaCX Full time

RayaCX is seeking an experienced Customer Experience Manager to lead our banking team.

**Estimated Salary:** $60,000 - $80,000 per year

This is a challenging role that requires strong leadership and management skills. The successful candidate will be responsible for supervising and managing the activities and performance of Account Advisors, handling on-job training and coaching, and ensuring that QA standards are met.

The ideal candidate will have 2 years of call center experience, preferably in the banking sector, and excellent English writing and reading skills. A Bachelor's degree is also required.

**Job Responsibilities:

  • Supervise and manage the activities and performance of Account Advisors
  • Handle on-job training and coaching for Account Advisors
  • Monitor transactions to ensure that QA standards are met
  • Ensure that Advisors' KPIs are met (daily/weekly/monthly)
  • Manage difficult calls by acting as the first line of escalation
  • Coordinate with supporting functions to eliminate any problems affecting operations
  • Adhere to all schedules (Advisors / operations / Monitoring)
  • Carry out annual performance assessments of team members (Account Advisors and Senior Account Advisors)
  • Monitor incoming call queues and performance metrics to optimize efficiency and maintain even distribution
  • Coordinate daily with the Work Force to ensure that over- and under-rules are properly employed to increase Advisors' efficiency with required SLAs and occupancy targets
  • Log and act on clients' requests Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensure that end-user privacy policies are properly implemented
  • Ensure that Team members adhere to RCC policies
  • Adhere to the monitoring plan shared by the quality team and perform all suggested actions on time in accordance with the plan
  • Conduct process improvement opportunities on all assigned teams to maximize RCC efficiencies and quality in service delivery and provide value-added services to clients
  • Intensively oversee separated AP on outliers and bottom quartile and commit to show progress regarding failed areas and take correct action according to company policies

We offer a competitive salary, a dynamic work environment, and opportunities for growth and development.

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