Company Description Raya CX provides next-generation business process outsourcing (BPO) and customer experience management services for clients across multiple industries. Since 2001, Raya CX has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company operates from competitive, highly skilled labor markets to deliver reliable and scalable support solutions. Raya CX integrates advanced technology, robust strategies, and continuous improvement to enhance service quality and performance. Team members benefit from a dynamic, innovation-driven environment with opportunities to grow within the customer experience field.
Role Description The Call Center Team Leader – Offshore Banking at Raya CX is a full-time, on-site role based in Cairo, Egypt. This role is responsible for leading and motivating a team of call center agents serving offshore banking customers, ensuring high-quality service, adherence to banking procedures, and achievement of performance targets. Day-to-day responsibilities include monitoring call queues and service levels, conducting coaching sessions, providing real-time guidance during customer interactions, and handling escalated customer issues. The Team Leader prepares performance reports, analyzes trends, and implements action plans to improve customer satisfaction and operational efficiency. The role also involves coordinating with internal stakeholders and client representatives, ensuring compliance with banking, credit, and insurance guidelines, and supporting ongoing training and development for team members.
Qualifications
* Strong Finance and Credit knowledge relevant to banking operations and customer inquiries.
* Excellent Communication and Customer Service skills to lead teams and manage complex customer interactions.
* Understanding of Insurance products and procedures commonly associated with banking services.
* Proven experience in call center leadership or team supervision, preferably in banking or financial services.
* Ability to analyze performance data, set targets, and implement improvement plans.
* Solid problem-solving, conflict resolution, and decision-making skills under time pressure.
* Proficiency in English; additional languages are an asset for offshore support.
* Familiarity with call center technologies, CRM systems, and standard reporting tools.
* Relevant academic background in Business, Finance, or related fields is preferred.
* Commitment to ethical conduct, compliance with regulatory requirements, and customer data confidentiality.
