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.