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Outbound Manager

3 weeks ago

مصر, Egypt EGBank Full time

**JOB PURPOSE**:

- Manager, lead, and coach the Outbound Agent Team members to fulfil their duties, with a focus on sales, activation and retention calls for retaining the clients wishing to attire and approaching the bank products and services regarding the cards or any others products that can be added by the bank management.
- **MAJOR RESPONSIBILITIES AND ACOUNTABILITIES**:

- Mange the Outbound Team members to contact customers for sales, activation, retention tasks based on the set targets.
- Mange the queue for the calls dealing with the complaining customers for attrition, products and services, activation and promotions.
- Mange the monthly dashboards of key complaints of the complaining customers.
- Develop the policy and the procedures for the outbound tasks purpose.
- Ensure that the outbound team abidance by all the governance / audit / regulatory measures.
- Ensure people metrics for the absence / attrition are set and achieved.
- Design effective training programs for the call canter agents, and measure effectiveness of training through call monitoring.
- Coach the team maintaining a high level of dual communication.
- Set challenging performance and development objectives for the team members providing regular couching / feedback.
- Pursue self-development to increase personal effectiveness, competences, strengths and areas for development.
- Develop strong succession and leadership within the call canter.
- Maintain daily & monthly operation reports reflecting all indication figures & present it to the management.
- **JOB REQUIREMENTS**
- Minimum Education- 4 years- Desired Education- University degree from a reputable university- Languages- : Fluent in English and in Arabic, Reading & Writing- Required Experience- : 4 - 6 years