Assistant Team Leader (DBC).Egypt- NEO - Customer Experience.Client Experience and Conduct Group-MBEGP at Mashreq Bank

Job description

Develop objectives for the call center’s day-to-day activities Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) 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.