Who we are?- onebank was established in 2020 as the company responsible for launching the 1st digital native bank in Egypt. The digital bank aims to create innovative solutions tailored to serve the needs of the banking customers in Egypt.-Our main goal is to create a positive customer experience through the differentiated journey that our customers live while using the digital bank.-Our Drive: We use our drive and commitment to energies, engage and inspire others, upholding the highest standards of work ethic, honesty and morality.
JOB PURPOSEThis role is responsible for delivering support and supervisory responsibility to a team of Contact center Representatives in line with organization’s Customer Services standards, policies and procedures, The team are the first point of contact for customers (Inbound, outbound, E-mail, live chat, social media care and engagement) The Contact center Supervisor is required to ensure providing the best customer experience, services, and solutions to customers in an efficient and professional manner across all Touch points which drive customer loyalty and NPS.
JOB DUTIES AND RESPONSIBILITIES1- Leading team of contact center representatives including coaching and performance delivery Supports team in providing accurate and timely information.2- Demonstrates a good understanding of established policies and procedures enabling the provision of exceptional customer service and strives to deliver a first Contact resolution service (FCR).3- Assist team with investigating customer enquiries/complaints, using available equipment and applications to ensure that issues/incidents/problems are resolved efficiently and within SLA or customer expectation.4- Works within defined processes and uses judgement based on analysis of factual information to select appropriate course of action to resolve problems.5- Meets defined KPIs including NPS and Contact center targets.6- Uses time proactively and efficiently to deliver on service targets.7- Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements.
MINIMUM QUALIFICATIONS/EDUCATION/EXPERIENCE
Bachelor’s degree or its equivalent Banking knowledge and background Contact center operations standards and KPI’s knowledge Good knowledge of digital, social media care and engagement Minimum years of experience: 5 years
Strong experience in Contact center management and customer experience Excellent Command of English Preferable: Digital contact center experience