Team Leader , DBC.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.)
- Hire, coach and provide training to personnel to maintain high customer service standards
- 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.