Find The RightJob.
Call Center Supervisor (3812)
- Lead, coach the team through empower and motivate them to get them ready to support customers in the best way possible and provide expectational service
- Conduct regular team meetings to communicate goals, provide updates, and address concerns to gather insights and ideas for process improvements.
- Handle escalated customer inquiries or complaints, to ensure resolving issues promptly and effectively
- Work collaboratively with cross-functional teams to implement changes and enhancements that increase efficiency, productivity, and customer satisfaction.
- Monitor the performance, quality & productivity for the team members by giving them feedback to secure high quality for all customer within all the service level agreement
- Monitor incoming call queue (Real Time Display) and track inbound calls by measure performance with the key metrics to optimize efficiency and to ensure that Quality Assurance standards are met.
- Adhere to the monitoring plan which is shared by the quality assurance team and perform all suggested action on time in accordance to the plan
- Prepare monthly/annual results and performance report to be ready with the action plan based on the results to enhance the team overall outcomes and productivity.
- Review Work Force Management plan of schedule distribution in daily, weekly and monthly basis to ensure that service level is achievable and smooth work continuity.
- Work Closely with service provider in setting the agreed targets to ensure achieving the call center agent KPIs.
- 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.
- Implement approved department policies, and procedures and monitor adherence so that work is carried out in a controlled manner.
- Supervise the team to implement the day-today operations assigned for the department to ensure compliance with the established policies and procedures.
- Comply with all relevant CBE regulations, banking laws, AML regulations and internal EG Bank policies and code of conduct to maintain EG Bank’s sound legal position and mitigate any potential risks.
Qualifications and Experience:
- Bachelor’s degree in Business Administration, or its equivalence.
- Min 4 years of experience in Contact Center Field, Preferred exposure in Banking
- Experience within Banking Industry will be considered as an asset
Skills:
- Good command of English and Arabic languages (written and spoken)
- Excellent leadership, decision making and negotiation skills
- Good communication skills
- Excellent planning and organizing skills
© 2026 Qureos. All rights reserved.