Job Description

Job Title: Call Center Team Leader (Banking)
Company Overview:
RayaCX is a leading customer experience management company based in Cairo, Egypt. We provide innovative solutions to help businesses improve their customer interactions and overall satisfaction. Our team of experts is dedicated to delivering exceptional service and driving positive results for our clients.
Position Overview:
We are seeking a highly motivated and experienced Call Center Team Leader to join our growing team. The ideal candidate will have a strong background in banking and customer service, with proven leadership skills and a passion for delivering exceptional customer experiences.
Key Responsibilities:
- Lead and manage a team of call center agents to achieve performance targets and deliver high-quality service to customers
- Monitor and evaluate team performance, providing coaching and feedback as needed to improve performance and achieve goals
- Develop and implement training programs to ensure team members are equipped with the necessary skills and knowledge to provide excellent customer service
- Handle escalated customer inquiries and complaints in a timely and professional manner
- Collaborate with other departments to identify and implement process improvements to enhance the customer experience
- Prepare and analyze reports on team performance and make recommendations for improvement
- Stay updated on industry trends and best practices in order to continuously improve the team's performance and processes
Qualifications:
- Bachelor's degree in business, finance, or a related field
- Minimum of 3 years of experience in a call center environment, preferably in the banking industry
- Proven experience in a leadership or supervisory role
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Ability to handle multiple tasks and work under pressure in a fast-paced environment
- Proficient in Microsoft Office and call center software
- Fluent in English and Arabic
We Offer:
- Competitive salary and benefits package
- Opportunities for career growth and development
- Dynamic and collaborative work environment
- Training and support to help you succeed in your role
If you are a driven and customer-focused individual with a background in banking and leadership, we want to hear from you! Join our team at RayaCX and be a part of our mission to revolutionize customer experience in the banking industry.