Team Leader - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Job description

• 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