Department: Call Center- Alternative Channels & Operations Excellence - Operations Group
Reports to: Alternative Channels & Operations Excellence Head
Job Purpose
Manage a full range of call center services through the development of Service Quality Standards, leading process improvement initiatives and provision of customer centric support in order to maintain high customer satisfaction levels and support managerial decision making with required information and analysis
Job Description
Service Management
1.Monitor random calls to improve quality, minimise errors and track operative performance
2.Handle challenging customer complaints or enquiries to maintain high levels of customer satisfaction
3.Identify and evaluate processing systems, as well as defining user requirements, establishing technical specifications for productivity, quality and customer service standards to ensure effective and standard service provision
4.Monitor and analyze performance metrics report in order to provide appropriate constructive feedback, maintain high service levels, and generate production efficiency
5.Utilize sound judgment in escalating organizational concerns to Senior Management to support decision making.
6.Monitor and complete quality reviews to ensure representatives are creating the expected customer experience through following business expectations, scripts, and best practices
7.Roll out cross-functional projects for process improvement and Quality Resolutions.
Strategy
8.Participate in the formulation and implementation of the call center Department strategy to ensure the alignment with CIB strategy
Policies, Processes and Procedures
9.Participate and recommends improvements to policies, processes and procedures and manages their implementation to ensure all relevant procedural / legislative requirements are fulfilled
Day-to-day management
10.Supervise the day to day operations of Call Center Unit providing some guidance in the related area, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
People Management
11.Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures
Compliance
12.Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks
Job Details
| Date Posted: | 2016-02-24 |
| Job Location: | Cairo, Egypt |
| Job Role: | Support Services |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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