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

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Communication","Analytical thinking","Problem-solving"]

Lead and manage a large Contact Centre team to deliver high-quality customer service. Drive customer experience improvements through continuous innovation, monitoring customer feedback and satisfaction metrics, and implementing effective solutions. Partner with cross-functional stakeholders to align service goals with business objectives while ensuring compliance with policies and regulatory requirements. Evaluate performance, coach frontline staff, and stay current on industry trends and best practices to maintain service excellence.

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FursaFursa
Mashreq
Mashreq
4 days ago

Manager-Contact Centre.CXC - 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: 15 hours agoStatus: Live

Job Summary

Lead and manage a large Contact Centre team to deliver high-quality customer service. Drive customer experience improvements through continuous innovation, monitoring customer feedback and satisfaction metrics, and implementing effective solutions. Partner with cross-functional stakeholders to align service goals with business objectives while ensuring compliance with policies and regulatory requirements. Evaluate performance, coach frontline staff, and stay current on industry trends and best practices to maintain service excellence.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Manager level

Key Responsibilities

  • •Manage and lead a large team of customer service representatives, providing guidance to ensure high-quality service delivery.
  • •Develop and implement strategies to enhance customer experience through continuous improvement and innovation.
  • •Monitor and analyze customer feedback and satisfaction metrics, identifying gaps and implementing solutions.
  • •Collaborate with cross-functional teams to align customer service goals with overall business objectives.
  • •Ensure compliance with company policies, procedures, and regulatory requirements while maintaining ethical conduct.

Key Requirements

  • •Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
  • •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 to build relationships and inspire a team.
  • •Proficiency with customer service software and tools, including CRM systems and analytics platforms.
Experience:5+ yearsContact centerCustomer service
Education:Bachelor's in Business Administration, Customer Service Management, or a related field
Skills:LeadershipMentoringCommunicationAnalytical thinkingProblem-solving
Tech Stack:CRM systemsAnalytics platformsCustomer service software

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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