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

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditSkills: ["Leadership","Coaching","Process improvement","Analytical skills","Reporting"]

Lead day-to-day call center operations for Direct Banking, focusing on resource planning, high service standards, and consistent telephone handling. Analyze call-center statistics and performance metrics (capacity, costs, service metrics, accuracy, and call-waiting time), resolve customer complaints, and improve customer feedback and processes. Hire, coach, and train personnel, monitor key metrics, implement policies and procedures, and report results to departments and senior management.

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FursaFursa
Mashreq
Mashreq
1 week ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead day-to-day call center operations for Direct Banking, focusing on resource planning, high service standards, and consistent telephone handling. Analyze call-center statistics and performance metrics (capacity, costs, service metrics, accuracy, and call-waiting time), resolve customer complaints, and improve customer feedback and processes. Hire, coach, and train personnel, monitor key metrics, implement policies and procedures, and report results to departments and senior management.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Manager level

Key Responsibilities

  • •Plan, organize, and direct call center operations to meet customer service goals.
  • •Resolve customer complaints and improve customer service outcomes.
  • •Collect, analyze, and improve call center metrics and customer feedback.
  • •Develop and implement call center policies and procedures.
  • •Prepare reports for different departments or higher management and manage authorization effectively to meet customer satisfaction.

Key Requirements

  • •Develop objectives for the call center’s day-to-day activities.
  • •Conduct resource planning to maximize productivity of people and technology.
  • •Collect and analyze call-center statistics and customer service metrics.
  • •Hire, coach, and train personnel to maintain high customer service standards.
  • •Monitor and improve telephone handling processes and evaluate performance with key metrics.
Experience:Call centerCustomer serviceBanking
Skills:LeadershipCoachingProcess improvementAnalytical skillsReporting

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
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