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

- 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 Show more