Call Center Sr. Supervisor
Ahli United Bank
Total years of experience :26 years, 4 Months
•Interviewing job candidates and making recommendations for open positions in call center.
•Providing necessary training and coaching to newly recruited agents on all AUB products, customer service, sales, Promotions and Campaigns.
•Monitoring Team leaders' Performance and communicating personally with them to ensure full customer satisfaction.
•Monitoring the Agents handling the incoming & outgoing calls through listening to the recorded calls evaluated by their team leaders and through out the system generated reports to ensure the implementation of the set Customer Service Standards.
•Reinforcing the team work spirit among the staff & provide motivation.
•Overseeing & Ensuring the effective implementation and administration of all Call Center policies and procedures.
•Monitoring of all the call center systems closely to anticipate & avoid any errors and maintain the smooth running of the used applications.
•Appraising team leaders & agents annually based on their set objectives & competencies.
•Provide the head of call center with all agents/team leaders’ performance to obtain the call center sales targets & KPI's.
•Work closely with the management to achieve team & unit goals.
Call Center:
Managing, motivating and coaching staff in telephone skills and product knowledge.
Investigating & handling Customers' complaints & suggestions to obtain the highest level of customer service standard.
Monitor the team incoming telephone calls & providing the team with advices and feedback.
Conducting & monitoring out going calls for the purpose of marketing the bank’s latest products and services based on the customers' profile.
Making sure that all targets are achieved.
Providing the service manager with a monthly sales report.
Participating in call center operations and cash flow transactions.
Branches:
Building relations with customers.
Presenting banks products and services that will meet customer needs.
Opening accounts, processing credit card applications & loans.
Cash transaction deposit /withdrawal/telex/demand draft...ect.
Presented detailed analysis of current market situation to consumer banking group.
Dealing with all types of customers (VIP, Private & Retail)
Coordinating with most popular hotels & resorts all over the world.
Selling full packages of holiday ownership & time-share royal holiday worldwide.
Provide the management with a monthly sales report
General Secondary Certificate - Science Section