Team Leader , DBC.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

- Develop objectives for the call center’s day-to-day activities- Conduct 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 standards- Monitor and improve the process of telephone handling and call handling processes- Evaluate performance with key metrics (accuracy, call-waiting time etc.)- Prepare reports for different departments or higher management- Resolving customer complaints- Analyzing and improving call center metrics and customer feedback- Planning, organizing, and directing call center operations- Developing and implementing call center policies and procedures- Ensuring that customer service goals are met- Manage authorization department effectively in order to meet customer satisfactions- Manage Chatbot platform effectively and ensure that all technical parts and agents’ performance via Chatbot are met.