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Banking Call Center Team Leader ...

Raya Customer Experience
New Assuit, Assiut

Banking Call Center Team Leader - Assiut

New Assuit, AssiutPosted 9 days ago
43Applicants for10 open positions
  • 34Viewed
  • 9In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Supervises/manages activities and performance of the Account Advisors.
  •   Handles Account Advisors needed for on-job training and coaching  
  • Monitors transactions to ensure that QA standards are met 
  •  Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)  
  • Manages difficult calls by acting as first line of escalation 
  •  Coordinates, as needed with all supporting function to eliminate any problems affecting the operations.
  •  Adheres to all schedules (Advisors / operations / Monitoring).
  •  Carries out annual performance assessment of team members (Account Advisors and Senior            Account Advisors).
  •  Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution.
  •  Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets  Logs and acts on client’s requests.
  •  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes.
  • Ensures that end-user privacy policies are properly implemented.
  •  Ensures that Team members adhere to RCC policies.
  •  Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
  •  Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
  •   Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.  Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Job Requirements

  • Experience in call center as a team leader or acting as a team leader
  • high communicator
  • very good in English (B1)
  • people management

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