Operations Manager - Banking Industry
Cairo, EgyptPosted 1 year ago- 58Viewed
- 11In Consideration
- 0Not Selected
Job Details
Skills And Tools:
Job Description
- Oversee the day-to-day operations of a telesales call center for a banking industry
- Manage a team of telesales agents, supervisors, and support staff
- Develop and implement operational strategies to drive productivity, efficiency, and customer satisfaction
- Monitor team performance metrics such as call volume, conversion rates, average handle time, and customer satisfaction scores
- Identify areas for process improvements and implement changes to enhance overall operational effectiveness
- Collaborate with other departments (sales, IT, compliance, etc.) to ensure seamless integration and problem resolution
- Provide coaching and training to telesales agents to develop their skills and improve performance
- Ensure compliance with all relevant banking regulations and internal policies
- Analyze data and generate reports to measure and communicate team and individual performance
Job Requirements
- Bachelor's degree in business, management, or a related field
- 5+ years of experience in a telesales or call center management role, preferably in the banking or financial services industry
- Strong leadership and people management skills
- Excellent problem-solving and decision-making abilities
- Proficient in data analysis and performance reporting
- Thorough understanding of telesales best practices, KPIs, and industry trends
- Familiarity with banking regulations and compliance requirements
- Exceptional communication, interpersonal, and customer service skills
- Ability to multitask, prioritize, and work in a fast-paced environment
- Proficient in using call center software, CRM systems, and other relevant technologies
The ideal candidate for this role will have a proven track record of driving operational efficiency and improving team performance in a telesales environment within the banking industry. They should be able to lead and motivate a team, make data-driven decisions, and ensure compliance with all relevant regulations.
