Manager, Contact Centre

We are seeking an experienced and passionate leader to manage our Contact Centre in the CXC - RBG - Direct Banking Centre-Egypt COE department. As the Manager, you will be responsible for driving customer experience excellence and leading a dedicated team. This role offers an opportunity to make a significant impact on our customer service operations and be a key contributor to the success of Mashreq Global Services.

• Manage and lead a large team of customer service representatives, providing guidance and support to ensure high-quality service delivery.

• Develop and implement strategies to enhance customer experience, focusing on continuous improvement and innovation.

• Monitor and analyze customer feedback and satisfaction metrics, identifying areas for enhancement and implementing effective solutions.

• Collaborate with cross-functional teams to align customer service goals with overall business objectives.

• Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of ethical conduct.

• Conduct regular performance evaluations and provide constructive feedback to team members, fostering a culture of growth and development.

• Stay updated on industry trends and best practices, implementing new initiatives to stay ahead of the competition.

• Build and maintain strong relationships with internal stakeholders and external partners to drive collaboration and achieve mutual goals.

• Oversee the training and development of frontline staff, ensuring they possess the skills and knowledge to deliver exceptional customer service.

• Bachelor's degree in Business Administration, Customer Service Management, or a related field.

• Minimum 5 years of experience in a customer service leadership role, preferably in a contact center environment.

• Proven track record of driving customer experience excellence and achieving business goals.

• Excellent interpersonal and communication skills, with the ability to build strong relationships and inspire a team.

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Proficiency in customer service software and tools, including CRM systems and analytics platforms.

• Knowledge of industry regulations and best practices in customer service.

• Strong leadership and mentoring skills, with a focus on employee development and engagement.

• Flexibility to adapt to changing business needs and a willingness to take on new challenges.