✨ AI Summary
The Team Leader for the RBG Direct Banking Centre in Egypt COE will be responsible for developing daily objectives, effective resource planning, and analyzing call-center statistics. This role involves hiring, coaching, and training staff to ensure high customer service standards, and evaluating performance based on key metrics. The Team Leader will also prepare reports, resolve customer complaints, and analyze call center metrics and customer feedback to improve operations.
Requirements
Develop objectives for the call center's day-to-day activities, conduct effective resource planning to maximize productivity, and collect and analyze call-center statistics. Hire, coach, and provide training to personnel to maintain high customer service standards, and evaluate performance with key metrics. Prepare reports for different departments or higher management, and resolve customer complaints.
Description
Develop objectives for the call center's day-to-day activitiesConduct 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 standardsMonitor and improve the process of telephone handling and call handling processesEvaluate performance with key metrics (accuracy, call-waiting time etc.)Prepare reports for different departments or higher managementResolving customer complaintsAnalyzing and improving call center metrics and customer feedbackPlanning, organizing, and directing call center operationsDeveloping and implementing call center policies and proceduresEnsuring that customer service goals are metManage authorization department effectively in order to meet customer satisfactions