Supervisor Call Center
Commercial Bank of Kuwait
Total years of experience :9 years, 8 Months
• Responsible for more than 90 staff (Social Media Team - Live Chat Team - Call Center Team)
• Handling staff scheduling for the whole month and assuring that all shifts have to amount of staff required especially on salary days
• Handling and assisting all staff inquiries
• Receiving supervisor calls in case the customer is angry
• Assuring that all the post on the social media are being posted with their caption the right way on all the platform
• Assure that all staff achieve their quarterly sales target
• Making sure all customer inquiries are sent to the concern department
• Creating Pop Quiz on a weekly basis to test and increase staff knowledge
• Listening to all staff calls and chats on a semi monthly basis
• Assuring that any sick leave, annual leave or any other leave have been submitted to the HR department
• Ensure each shift is efficiently managed.
• Ensure staff adherence to the policies and procedures.
• Coordinate with various departments/division for query resolution
• Co-ordinate with HRD/IT Security for any staff related issues
• Co-ordinate with IT security for creation of User IDs and necessary systems access for new staff
• As per instruction from Manager, prepare Draw Attention/Warning letters
• Grade and evaluate the staff on a monthly basis and consult them with on their weakness and strength (SWOT)
• Updating our departments procedure based on any changes with coordination with procedure documentation unit
Compensation & Benefit
Handling compensation and benefit department by myself. Produced the banks policy and procedure, Remuneration policy. Created all job descriptions for the bank. Developed ALL the Organizational Structure.
Training and Development
Assured the all training facilities are functional and ready to use. Assisted in creating the yearly performance appraisal system. Giving Training about the code of conduct to new staff.
Recruitment
Assisted in recruiting people for different departments by conducting interview, screening, filtering candidates and finalizing interview with the department head.
Primarily recruiting staff for our new restaurants and old, traveling to Lebanon and other countries( Egypt, India, Nepal, Philippine, and Tunis .dealing with recruiting agencies, , as assisting the HR Manager in his absence . while he is on work trip .
Primarily recruiting staff for our head office in Kuwait, as well as our international office in the Middle East and Europe.
Handling In-Bound clientele queries, and managing their account to ensure client retention and satisfaction
