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Call Center Supervisor

2 weeks ago

مصر, Egypt EGBank Full time

**JOB PURPOSE**

Supervise a full range of call center services through the development of Service Quality Standards, manage process improvement initiatives and provision of customer centric support in order to maintain high customer satisfaction levels and support managerial decision making with required information and analysis
- **MAJOR RESPONSIBILITIES AND ACOUNTABILITIES**
- Monitor random calls to improve quality, minimize errors and track operative performance.
- Handle challenging customer complaints or enquiries to maintain high levels of customer satisfaction.
- Monitor and analyze performance metrics report in order to provide appropriate constructive feedback, maintain high service levels, and generate production efficiency.
- Monitor and complete quality reviews to ensure representatives are creating the expected customer experience through following business expectations, scripts, and best practices.