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call center team leader banking

Raya CX

<div>
 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:
 
 
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 Lead and manage a team of call center agents to achieve performance targets and deliver high-quality service to customers
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 Monitor and evaluate team performance, providing coaching and feedback as needed to improve performance and achieve goals
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 Develop and implement training programs to ensure team members are equipped with the necessary skills and knowledge to provide excellent customer service
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 Handle escalated customer inquiries and complaints in a timely and professional manner
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 Collaborate with other departments to identify and implement process improvements to enhance the customer experience
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 Prepare and analyze reports on team performance and make recommendations for improvement
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 Stay updated on industry trends and best practices in order to continuously improve the team's performance and processes Qualifications:
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 Bachelor's degree in business, finance, or a related field
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 Minimum of 3 years of experience in a call center environment, preferably in the banking industry
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 Proven experience in a leadership or supervisory role
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 Excellent communication and interpersonal skills
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 Strong analytical and problem-solving abilities
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 Ability to handle multiple tasks and work under pressure in a fast-paced environment
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 Proficient in Microsoft Office and call center software
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 Fluent in English and Arabic We Offer:
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 Competitive salary and benefits package
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 Opportunities for career growth and development
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 Dynamic and collaborative work environment
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 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.
 
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</div>

Call Center Team leader (banking )

IntouchCX

<div>
 
 
 About the Job
 
 
 
 IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
 
 
 
 
 
 About the Role
 
 
 
 We&rsquo;re changing the way people think about customer service &mdash; and we need your help!
 
 
 We&rsquo;re looking for a
 
 French Subject Matter Expert (CSR2)
 
 to provide front-line direction to our Customer Service Representatives (CSRs) and ensure quality service is delivered in every customer interaction.
 
 
 
 
 
 
 As a French Subject Matter Expert (CSR2), You Will&hellip;
 
 
 
 
 
 
 Represent our client partners and maintain knowledge of client brands, philosophy, promotions, and processes
 
 
 Serve as a role model and advocate for CSRs
 
 
 Provide floor support and guidance to ensure operational excellence
 
 
 Deliver call evaluation feedback and identify training needs
 
 
 Support coaching initiatives and career development programs
 
 
 Assist in monitoring performance metrics and service quality standards
 
 
 Act as a liaison between CSRs and leadership for escalations and process clarifications
 
 
 Perform other duties as assigned
 
 
 
 
 
 
 As a French Subject Matter Expert (CSR2), You Have&hellip;
 
 
 
 
 
 
 High school diploma or equivalent (required)
 
 
 Fluent French (minimum B2 level &ndash; spoken and written)
 
 
 2+ years of experience in call center and/or customer service industry
 
 
 Experience in coaching and mentoring team members
 
 
 Knowledge of call center systems, ACD/IVR, and performance statistics
 
 
 Proficiency in MS Office (Word, Excel, PowerPoint)
 
 
 Ability to type 30 WPM with accuracy
 
 
 Strong listening, verbal, and written communication skills
 
 
 Leadership qualities including critical thinking and problem-solving
 
 
 Ability to build rapport with clients and collaborate across different levels
 
 
 Strong analytical and decision-making skills
 
 
 Comfort with technology and frequent system changes
 
 
 Excellent time management, organizational, and prioritization skills
 
 
 Flexibility to work a variety of shifts, including days, evenings, and holidays
 
</div>

French Subject Matter Expert

QNB Egypt

<div>
 
 
 Job Summary:
 
 
 
 
 
 
 
 Act as a primary contact point for QNB clients/nonclients. Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information.
 
 
 
 
 
 
 
 Duties &amp; Responsibilities:
 
 
 
 
 
 
 
 1.Handle all customer inquiries &amp; requests.
 
 
 
 
 2. Identify and escalate issues to Team Leader
 
 
 
 
 3. Provide product and service information to clients. Cross sell products and services to clients &amp; nonclients according to Contact Center processes and set the needed appointments with concerned Network.
 
 
 
 
 4. Document all call information on the relevant systems.
 
 
 
 
 5. Send all customer inquiries, requests, appointments, &amp; referrals to the network &amp; related head office departments.
 
 
 
 
 6. Determine customers&rsquo; needs and achieve customer satisfaction.
 
 
 
 
 7. Answer &amp; process clients&rsquo; inquiries, requests &amp; complaints received according to Contact Center processes.
 
 
 
 
 8. Suggest ideas to enhance the service level offered to the clients.
 
 
 
 
 9. Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc&hellip;.).
 
 
 
 
 10. Replace the Customer Service Team Leader in case of unavailability.
 
 
 
 
 11. Assist the Customer Service Team Leader in providing guidance &amp; advice to the team members.
 
 
 
 
 12. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.
 
 
 
 
 13. Adhere to QNB policies &amp; procedures in order to guarantee that QNB business is conducted in compliance with Local Laws, Internal Rules &amp; Regulations, as well as International Standards.
 
 
 
 
 
 
 
 Education:
 
 
 
 
 
 
 
 Bachelor&rsquo;s Degree in marketing, Business Administration or Commerce
 
 
 
 
 
 
 
 Experience:
 
 
 
 
 
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 0-2 years of experience in the related field .
 
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 Skills:
 
 
 
 
 
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 Handling Skills and Customer Oriented Attitude
 
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 Excellent Interpersonal &amp; selling skills
 
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 High communication skills, especially verbal
 
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 Ability to work under pressure &amp; shifts basis
 
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 Good knowledge of computer and telephony Environment
 
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 Fluency in Arabic and English written/spoken
 
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</div>

Digibank Outsource

<div>
 
 About the job
 
 
 
 
 
 
 Job Summary:
 
 
 
 
 
 
 Act as a primary contact point for QNB clients/nonclients. Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information.
 
 
 
 
 
 
 Duties &amp; Responsibilities:
 
 
 
 
 
 
 1.Handle all customer inquiries &amp; requests.
 
 
 2. Identify and escalate issues to Team Leader
 
 
 3. Provide product and service information to clients. Cross sell products and services to clients &amp; nonclients according to Contact Center processes and set the needed appointments with concerned Network.
 
 
 4. Document all call information on the relevant systems.
 
 
 5. Send all customer inquiries, requests, appointments, &amp; referrals to the network &amp; related head office departments.
 
 
 6. Determine customers&rsquo; needs and achieve customer satisfaction.
 
 
 7. Answer &amp; process clients&rsquo; inquiries, requests &amp; complaints received according to Contact Center processes.
 
 
 8. Suggest ideas to enhance the service level offered to the clients.
 
 
 9. Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc&hellip;.).
 
 
 10. Replace the Customer Service Team Leader in case of unavailability.
 
 
 11. Assist the Customer Service Team Leader in providing guidance &amp; advice to the team members.
 
 
 12. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.
 
 
 13. Adhere to QNB policies &amp; procedures in order to guarantee that QNB business is conducted in compliance with Local Laws, Internal Rules &amp; Regulations, as well as International Standards.
 
 
 
 
 
 
 Education
 
 :
 
 
 
 
 
 Bachelor&rsquo;s Degree in marketing, Business Administration or Commerce
 
 
 
 
 
 
 Experience:
 
 
 
 
 
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 0-2 years of experience in the related field .
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 Skills:
 
 
 
 
 
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 Handling Skills and Customer Oriented Attitude
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 Excellent Interpersonal &amp; selling skills
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 High communication skills, especially verbal
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 Ability to work under pressure &amp; shifts basis
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 Good knowledge of computer and telephony Environment
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 Fluency in Arabic and English written/spoken
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</div>

Outsource - Sales & Call Center Representative

Excis Compliance

<div>
 
 
 WE&rsquo;RE HIRING AS A DESKTOP SUPPORT ENGINEER AT EGYPT!
 
 
 
 
 
 
 Excis is a global IT support leader globally, driven by innovation and collaboration. We&rsquo;re looking for a proactive Desktop Support Technician to manage hardware, software, and IT assets across multiple locations. Join us for a rewarding career in a supportive, family-like environment where you&rsquo;ll look forward to coming to work every day.
 
 
 
 
 
 &middot; Client in 190+ countries
 
 
 &middot; 6000+ Engineers
 
 
 &middot; 200+ Enterprise Clients
 
 
 
 
 
 We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first.
 
 
 
 
 
 Start your journey with Excis and grow with us!
 
 
 
 
 
 
 What You&rsquo;ll Do:
 
 
 
 
 
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 Deliver deskside/onsite IT support, including Microsoft OS installations (Windows 7/10), MS Office troubleshooting, and hardware/software/network issue resolution.
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 Provide smart hands support for network and datacenter equipment, as well as conference room audio/video setups and mobile device support (iOS, Android, Blackberry).
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 Manage Active Directory/Exchange accounts, support SCCM deployments, and ensure smooth remote connectivity through tools like Bomgar, WebEx, and Windows native tools.
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 What You Need:
 
 
 
 
 
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 18 months of IT support experience with IT troubleshooting via ticket system.
 
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 Experience supporting printers, AV systems, executive users, asset management, and reporting tools.
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 Excellent customer service, communication, organization, multitasking, and documentation skills.
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 Preferred: Experience in automotive manufacturing, MCP and/or A+ certifications, and background in help desk or call center environments.
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 Fluent in Arabic and English
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 Site Address:
 
 Multiple
 
 
 
 
 
 
 Why Join Us?
 
 
 
 
 
 
 At Excis, your work matters. You&rsquo;ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.
 
 
 
 
 
 Ready to make a difference and grow your career? Apply now to join Excis in Egypt and be at the forefront of IT support excellence!
 
</div>

Desktop Support Engineer L1

HSBC

<div>
 The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we&rsquo;re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
 
 
 Some careers have more impact than others.
 
 
 If you&rsquo;re looking for a career where you can make a real impression, join HSBC and discover how valued you&rsquo;ll be.
 
 
 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
 
 
 
 Why join us?
 
 
 
 Coach, motivate and lead a team to deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation. Support operational delivery of the contact center. Accountable for the level of service provided to our customers though contact center teams. Delivered by establishing a robust operational, financial and risk management infrastructure which will minimize cost and protect the HSBC brand reputation and delivering scorecard measures.
 
 
 
 The Opportunity
 
 
 
 The role operates within a HSBC RBWM Contact Centre. This is a high profile, highly regulated environment and the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
 
 
 The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group.
 
 
 
 What You&rsquo;ll Do
 
 
 
 
 Impact on the Business
 
 
 
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 Take accountability for the performance of contact center sales teams and all that they do, contributing to the successful delivery of &lsquo;Best in Class&rsquo; standards whilst remaining within key operational performance parameters (sales and operational targets Understand Key Business Intelligence Data and be able to translate into collective and individual team performance proactively driving sales and efficiencies
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 Communicate all operational requirements and changes to teams to ensure effective implementation
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 Continually reassess and ensure operational risks are minimized, internal controls are adhered to and regulatory and compliance requirements are met.
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 Plan and priorities work appropriately e.g. considering importance, urgency, customer and business impact
 
 
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 Customers / Stakeholders
 
 
 
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 Lead contact center teams who deliver outstanding sales propositions. Wins new and lasting customer relationships
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 Develops actionable plans around people capability that are aligned with HSBC&rsquo;s business strategies and drives change in people capability in order to differentiate HSBC and its brand from competitors.
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 Implements agreed action plans from Customer Service feedback
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 Provides feedback and proposals to Senior Managers on contact center performance and progress
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 Conducts second level new hire interviews as required
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 Manage and resolve escalated customer concerns and use appropriate business judgement making considered business decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC Group values, reputation and the business.
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 Champion and embrace change and innovation within the teams
 
 
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 Leadership &amp; Teamwork
 
 
 
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 Full accountability for the leadership, coaching, objective setting, performance and absence management of up to 8 Team Leaders (1 or 2) ensuring they deliver outstanding customer service through their teams and achieve balanced scorecard.
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 Through pro-active coaching, feedback and other development interventions help build your team leader (1 and 2)&rsquo;s capabilities, ensuring talent is recognized and underperformance is managed appropriately
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 Conduct value-adding monthly 1:1&rsquo;s, mid-year and year-end performance reviews, meeting all GPM requirements
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 Adhere to and accountability for relevant procedures under defined coaching scheme
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 Manage employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance. (including stage 2 gross misconduct and disciplinary procedures)
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 Lead a team of dedicated people in the creation, coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.
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 Maintains a high level of understanding of how the site operates, who is responsible for certain areas and how to accomplish tasks with limited time.
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 Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams
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 Act as a role model for our Group values and behaviors, authentically engaging with team, colleagues and customers to deliver Superior Customer Service
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 Demonstrates professionalism and confidence
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 Provide cover for other department managers as required
 
 
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 Operational Effectiveness &amp; Control
 
 
 
 Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centers
 
 
 Coordinates findings and resolutions of HSBC internal control audits
 
 
 Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
 
 
 Conducts audit the auditor duties within the contact center as required
 
 
 Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM .
 
 
 Ensuring the fair treatment of our employees and customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the employee and customer engagement principles.
 
 
 Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
 
 
 This will be achieved by ensuring all actions take into account the likelihood of operational risk of employee attrition and disengagement occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
 
 
 
 Role
 
 
 
 
 What you will need to succeed in the role:
 
 
 
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 GCB 6 can apply
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 Sales experience is a must
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 MENA Market Experience is preferable
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 Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
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 At least 5 years of relevant Management experience in call center operations is desired but not necessary dependent upon prevailing market
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 Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
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 Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus
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 Excellent interpersonal, oral and written communication skills required.
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 Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
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 A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve
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 Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.
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 Problem solving and Decision making skills &ndash; PSDM with an ability to respond quickly and communicate effective remedial plans if need be.
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 Experience of coaching, mentoring, developing others and motivation skills
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 Computer literacy (word processing, spreadsheets and database applications)
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 Must be well organized, demonstrate initiative, and able to manage multiple projects.
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 Ability to adapt in a dynamic and fast-paced environment with a passion for developing a culture of empowerment
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 Maintain document control and data integrity
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 A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people
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 Proficient in English and local language
 
 
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 </ul>
 
 You&rsquo;ll achieve more at HSBC
 
 
 
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 
 
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 
 
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 <li>
 Issued By HSBC Electronic Data Processing (Egypt) Private LTD***
 
 
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 </ul>
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 
 
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 
 
 ***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***
</div>

CC AVP

Concentrix

<div>
 The Consultant, CX Operations Insights will be instrumental in analyzing call center performance and customer satisfaction data to drive operational improvements. Reporting to the Senior Analytics Manager, you will evaluate processes impacting customer satisfaction scores and design projects to enhance these metrics. Your expertise will be vital in interpreting trends, identifying root causes, and supporting performance improvement initiatives.
 
 
 
 Key Responsibilities
 
 
 
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 Monitor customer satisfaction and key operational metrics to identify performance trends.
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 Prepare and present monthly management reports summarizing findings.
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 Analyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.
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 Collaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.
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 Lead cause analyses to uncover performance gaps through observations and interviews.
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 Organize action planning sessions with Call Center Operations and partners.
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 Develop recommendations for operational adjustments and assist in testing new processes.
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 Work closely with operational units to implement action plans effectively.
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 Produce regular project updates and track progress against action plans.
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 Document insights, proposals, and outcomes for internal and client reviews.
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 Engage with external clients to present findings and propose solutions.
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 Identify potential issues impacting analysis and collaborate on contingency planning.
 </li>
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 Contribute to decisions on analytical design and deliverable timelines.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
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 Bachelor&rsquo;s degree in Business, Analytics, Statistics, or a related field; Master&rsquo;s degree preferred.
 </li>
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 3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.
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 Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
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 Strong analytical skills with the ability to interpret complex data sets.
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 Excellent verbal and written communication skills for diverse audiences.
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 Proven ability to collaborate with cross-functional teams and external clients.
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 Strong problem-solving skills with a proactive approach.
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 Experience in project management, ensuring timely delivery of results.
 
 
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 </ul>
 
 Join our team and contribute to enhancing customer experience through data-driven insights and operational excellence!
 
</div>

Consultant Global Analytic Insights

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