Team Leader , DBC.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Coaching","Training","Process improvement","Customer service management","Performance monitoring"]

Lead day-to-day call center operations for retail customer experience, setting objectives and ensuring customer service goals are met. Drive resource planning, monitor and improve telephone handling processes, and evaluate performance using key service metrics. Manage complaint resolution, coach and train personnel, and prepare management reporting. Oversee authorization and support chatbot operations to ensure technical performance and agent effectiveness.

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FursaFursa
Mashreq
Mashreq
1 day ago

Team Leader , DBC.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead day-to-day call center operations for retail customer experience, setting objectives and ensuring customer service goals are met. Drive resource planning, monitor and improve telephone handling processes, and evaluate performance using key service metrics. Manage complaint resolution, coach and train personnel, and prepare management reporting. Oversee authorization and support chatbot operations to ensure technical performance and agent effectiveness.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Plan and organize call center operations, including directing day-to-day activities and resolving customer complaints.
  • •Conduct resource planning and manage authorization activities to meet customer satisfaction.
  • •Collect, analyze, and report call center statistics and performance metrics for different stakeholders.
  • •Hire, coach, and train call center personnel to maintain high service standards.
  • •Monitor and improve telephone handling processes and manage chatbot platform performance, including agent effectiveness.

Key Requirements

  • •Develop objectives for the call center’s day-to-day activities and ensure service goals are met.
  • •Conduct effective resource planning to maximize productivity across people and technology.
  • •Collect and analyze call-center statistics and evaluate performance using key metrics like accuracy and call-waiting time.
  • •Hire, coach, and train personnel to maintain high customer service standards.
  • •Monitor, improve, and implement call center policies, procedures, and telephone handling processes.
Skills:CoachingTrainingProcess improvementCustomer service managementPerformance monitoring
Languages:US
Tech Stack:Chatbot

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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Glassdoor: 3.3
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