Assistant Team Leader, Call Center.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Develop objectives for the call center’s day-to-day activitiesMonitor 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 complaintsPlanning, 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 satisfactionsManage Chatbot platform effectively and ensure that all technical parts and agents’ performance via Chatbot are met.