Team Lead

2 weeks ago

Cairo, Cairo, Egypt Mashreq Full time 90,000 - 120,000 per year

Job Description

Handle day to day tasks related to clients and monitoring agents' performance.

Responsibilities

  • Develop objectives for the call center's day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.)
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve the process of telephone handling and call handling processes
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or higher management
  • Resolving customer complaints
  • Analyzing and improving call center metrics and customer feedback
  • Planning, organizing, and directing call center operations
  • Developing and implementing call center policies and procedures
  • Ensuring that customer service goals are met
  • Manage authorization department effectively in order to meet customer satisfactions

Manage Chatbot platform effectively and ensure that all technical parts and agents' performance via Chatbot are met.

Qualifications

  • Business Graduate.
  • Smart, communication skills, good listener, should have patience, computer literate (MS Word, MS Excel).
  • Experience required but not specifically with bank, with any organization specially customer services side or in communication side.
  • 5-7 years' experience in call center field
  • Very good customer focus and positive attitude
  • Strong business awareness and problem resolution skills

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