Call Center Team leader (banking ) at RayaCX

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

30 May, 26

Salary

0.0

Posted On

01 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Call Center Management, Banking Industry Knowledge, Customer Service, Performance Monitoring, Coaching, Feedback Delivery, Training Program Development, Complaint Handling, Process Improvement, Report Analysis, Communication Skills, Interpersonal Skills, Analytical Skills, Problem-Solving, Microsoft Office Proficiency

Industry

Outsourcing and Offshoring Consulting

Description

Job Title: Call Center Team Leader (Banking) Company Overview: RayaCX is a leading customer experience management company based in Cairo, Egypt. We provide innovative solutions to help businesses improve their customer interactions and overall satisfaction. Our team of experts is dedicated to delivering exceptional service and driving positive results for our clients. Position Overview: We are seeking a highly motivated and experienced Call Center Team Leader to join our growing team. The ideal candidate will have a strong background in banking and customer service, with proven leadership skills and a passion for delivering exceptional customer experiences. Key Responsibilities: - Lead and manage a team of call center agents to achieve performance targets and deliver high-quality service to customers - Monitor and evaluate team performance, providing coaching and feedback as needed to improve performance and achieve goals - Develop and implement training programs to ensure team members are equipped with the necessary skills and knowledge to provide excellent customer service - Handle escalated customer inquiries and complaints in a timely and professional manner - Collaborate with other departments to identify and implement process improvements to enhance the customer experience - Prepare and analyze reports on team performance and make recommendations for improvement - Stay updated on industry trends and best practices in order to continuously improve the team's performance and processes Qualifications: - Bachelor's degree in business, finance, or a related field - Minimum of 3 years of experience in a call center environment, preferably in the banking industry - Proven experience in a leadership or supervisory role - Excellent communication and interpersonal skills - Strong analytical and problem-solving abilities - Ability to handle multiple tasks and work under pressure in a fast-paced environment - Proficient in Microsoft Office and call center software - Fluent in English and Arabic We Offer: - Competitive salary and benefits package - Opportunities for career growth and development - Dynamic and collaborative work environment - Training and support to help you succeed in your role If you are a driven and customer-focused individual with a background in banking and leadership, we want to hear from you! Join our team at RayaCX and be a part of our mission to revolutionize customer experience in the banking industry.

Responsibilities

The Team Leader will be responsible for leading and managing a team of call center agents to meet performance targets and deliver high-quality service, which includes monitoring performance, providing coaching, and handling escalated customer issues.