We are seeking an experienced and passionate leader to manage our Contact Centre in the CXC - RBG - Direct Banking Centre-Egypt COE department. As the Manager, you will be responsible for driving customer experience excellence and leading a dedicated team. This role offers an opportunity to make a significant impact on our customer service operations and be a key contributor to the success of Mashreq Global Services.
Responsibilities
- Manage and lead a large team of customer service representatives, providing guidance and support to ensure high-quality service delivery.
- Develop and implement strategies to enhance customer experience, focusing on continuous improvement and innovation.
- Monitor and analyze customer feedback and satisfaction metrics, identifying areas for enhancement and implementing effective solutions.
- Collaborate with cross-functional teams to align customer service goals with overall business objectives.
- Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of ethical conduct.
- Conduct regular performance evaluations and provide constructive feedback to team members, fostering a culture of growth and development.
- Stay updated on industry trends and best practices, implementing new initiatives to stay ahead of the competition.
- Build and maintain strong relationships with internal stakeholders and external partners to drive collaboration and achieve mutual goals.
- Oversee the training and development of frontline staff, ensuring they possess the skills and knowledge to deliver exceptional customer service.
Qualifications
- Bachelor's degree in Business Administration, Customer Service Management, or a related field.
- Minimum 5 years of experience in a customer service leadership role, preferably in a contact center environment.
- Proven track record of driving customer experience excellence and achieving business goals.
- Excellent interpersonal and communication skills, with the ability to build strong relationships and inspire a team.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Proficiency in customer service software and tools, including CRM systems and analytics platforms.
- Knowledge of industry regulations and best practices in customer service.
- Strong leadership and mentoring skills, with a focus on employee development and engagement.
- Flexibility to adapt to changing business needs and a willingness to take on new challenges.
