Manager-Contact Centre.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Job description

We are seeking an experienced and passionate leader to manage our Contact Centre in the CXC - RBG - Direct Banking Centre-Egypt COE department. As the Manager, you will be responsible for driving customer experience excellence and leading a dedicated team. This role offers an opportunity to make a significant impact on our customer service operations and be a key contributor to the success of Mashreq Global Services.

Responsibilities

Manage and lead a large team of customer service representatives, providing guidance and support to ensure high-quality service delivery. Develop and implement strategies to enhance customer experience, focusing on continuous improvement and innovation. Monitor and analyze customer feedback and satisfaction metrics, identifying areas for enhancement and implementing effective solutions. Collaborate with cross-functional teams to align customer service goals with overall business objectives.

Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of ethical conduct. Conduct regular performance evaluations and provide constructive feedback to team members, fostering a culture of growth and development. Stay updated on industry trends and best practices, implementing new initiatives to stay ahead of the competition. Build and maintain strong relationships with internal stakeholders and external partners to drive collaboration and achieve mutual goals.

Oversee the training and development of frontline staff, ensuring they possess the skills and knowledge to deliver exceptional customer service.

Qualifications

Bachelor's degree in Business Administration, Customer Service Management, or a related field. Minimum 5 years of experience in a customer service leadership role, preferably in a contact center environment. Proven track record of driving customer experience excellence and achieving business goals. Excellent interpersonal and communication skills, with the ability to build strong relationships and inspire a team. Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively. Proficiency in customer service software and tools, including CRM systems and analytics platforms. Knowledge of industry regulations and best practices in customer service. Strong leadership and mentoring skills, with a focus on employee development and engagement. Flexibility to adapt to changing business needs and a willingness to take on new challenges.