Manager Customer Contact Center

Cairo, Egypt

About the Role:

To oversee the end-to-end Inbound Call Centre processes and ensure they are running smoothly and are in compliance with the client’s and the bank policies and procedures.

Provide management and coaching support to the Assistant Managers leading from the front on driving improvement across the unit.

Act as a role model displaying the values and behaviors of the organization.

To manage the team and ensure high quality delivery as per agreed SLA.

What You'll Do:

Manage day to day operational performance of the unit.
Provide daily rigor on all operational metrics ensuring smooth service delivery.
Be a problem solver identify gaps in the process and drive forward improvement.
Responsible for supporting the transition of the contact center operations into an omni-channel space thru technologies that are relevant and process improvement that will result in better and speedier customer experience.
Responsible to drive integrations with other channels like branch, online and web that will facilitate e a seamless experience for the customer using multiple touch points.
Collaborate with IT developers, legal & business stakeholders to drive the solution through to delivery
Ensure projects are deployed with the highest quality within the given time and budget based on expectations set.
Initiate, coordinate with the group and various stakeholders and departments involved in the process to ensure that the processes are being executed and attain the business process objectives.
Preparing the test scripts and UAT's requirements for the mobile projects, Complete UAT and get it signed off.
Keep projects under continuous review to identify gaps and risks and develop appropriate contingency plans
Liaise with IT, external vendor (if any), testing resources, and service level agreements.
Provide product documentation and training to call center staff and serve as the subject matter expert concerning the designated initiative.
Keep updated with the latest technology initiatives to create new potential process improvement opportunities and enhance the abilities of current services.
To work closely with different business lines, including products, segments, distribution, marketing and other support units
To liaise with different external parties as and when required in alignment with business strategy
The candidate should have a high motivation, good follow up skills for multiple tasks handled by various teams and passion for mobile technologies to enable new value added, innovative services.

What You'll Need

Minimum of 5 years’ experience in people management and leadership roles
Minimum of 5 years’ experience in project operation management
Solid background in HR Operations field.
Previous experience in banking contact center is a plus.
Good skills in terms of Project Management, Business Analyses, especially in customer experience projects
Advanced problem-Solving skills.
Solid analytical, critical and creative problem-solving skills with an understanding of electronic delivery channels and how to utilize them to meet business goals is required.
Financial and budget understanding – ability to develop and communicate product development business cases using financial models
Strong business focus
Attention to detail.

Benefits