✨ AI Summary
The Team Leader - RBG - Direct Banking Centre in Egypt COE will be responsible for developing objectives for daily call center activities and conducting resource planning to maximize productivity. This role involves collecting and analyzing call center statistics, hiring, coaching, and training personnel to ensure high customer service standards, and monitoring/improving telephone and call handling processes. The Team Leader will evaluate performance using key metrics, prepare reports for management, and resolve customer complaints. Additionally, they will analyze and improve call center metrics and customer feedback, plan and direct call center operations, develop and implement call center policies and procedures, and ensure customer service goals are met. The role also includes managing the authorization department effectively to meet customer satisfaction.