Banking Team Leader (BPO)
RayaCXVerified company
On-site — Alexandria, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Alexandria, Egypt
About the role
A team leader role overseeing a group of banking customer service representatives at RayaCX in Alexandria, handling escalations, coaching agents and reporting on performance. It is an on-site position in Alexandria requiring three years of banking experience, including one year in a leadership role, plus fluency in English and Arabic.
What you'll do
- Lead and manage a team of banking customer service representatives
- Develop strategies to improve team performance and hit targets
- Monitor performance and provide coaching and feedback
- Handle escalated customer complaints and resolve them
- Collaborate with other departments on customer experience
- Build relationships with clients and stakeholders
- Run team meetings and training sessions
- Prepare and present performance reports to management
What you'll need
- Bachelor's degree in Business Administration, Finance or related field
- Minimum 3 years in the banking industry
- At least 1 year in a leadership role
- Strong knowledge of banking products and services
- Excellent leadership and people management skills
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office and CRM software
- Fluency in English and Arabic
Skills
Benefits
About RayaCX
RAYA Customer Experience (RayaCX) provides BPO and customer experience services for Fortune 1000 companies across North America, Europe, the Middle East and Africa. Since 2001 it has run contact centers in Egypt, including Cairo, 6th of October City, Alexandria, Assiut and Hurghada, with English, Arabic and multilingual teams. These roles are on-site.
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