HO Alternative Delivery Channels
UNB
مجموع سنوات الخبرة :23 years, 0 أشهر
Effectively monitoring and managing ATM banking channels while minimising losses.
Expanding an ATM network through acquisition of prime and high-traffic locations
Effectively improved overall call centre performance while reducing “Abandoned Calls Rate” by over 40% and increasing the service level by over 30%, providing better customer satisfaction.
Designed and implemented a monthly incentive scheme for call centre staff, which had a positive impact on the overall call centre performance, and increased contribution to revenues through cross-selling (of products).
Designed and implemented Call Center staff transfer criteria to other departments.
Full Revamp of Alternative Delivery Channels operations Manual (Call Center, Online banking and ATMs)
Introduced several business proposals and cost-saving opportunities including:
o Call Centre outsourcing ensuring an overall cost reduction of USD$2M per annum.
o Migration of the call centre to a Service paid number to replace the Toll free number, resulting in a cost saving of around USD 400K per annum.
Successfully managed multidisciplinary projects such as:
o Mobile Banking Launch (in progress)
o Internet Banking Revamp (in progress)
o Full Revamp of the IVR Call Tree (design and implementation)
o Launch of any new service through any channel
o Introduction and launch of new secured log in to online banking in addition to an online registration process
Achievements
• Establishing the outbound unit within UNB Call Center
• Increasing the number of staff from 25 to 40 Call Center representatives
• Establishing the Quality assurance and Training unit within the Call Center
• Increasing and maintaining the service level from 5% and 75% abandoned rate in average to 90% service level and a maximum of 4% abandoned rate
Responsibilities
• Set up and implementation of the call center strategy, and ensuring its alignment with the bank’s overall strategy
• Ensure the smooth running of the call center towards the set strategic direction
• Set up and preparation of the cal center annual business plan
• Full Capacity planning (short and long term) and budgeting process for the call centre
• Prepare performance goals and ensure the same is achieved
• Ensure staff is motivated and conduct performance review for all staff
• Ensure proper organization structure is maintained and updated whenever necessary
• Ensure career development plans and successions plans are developed for all call center staff
• Implementation of call centre related strategic initiatives
•First establishment of Barclays Bank Egypt’s call center from the scratch, with a total capacity of 8 seats and 15 agents
•Selecting, hiring and training all call center representatives and Team Leaders
•Moving and expanding the call center from a small size of 15 agents, to a full fledged 24/7 call center with total capacity of 65 agents, 3 team leaders, 4 Shift leaders 2 Quality assurance officers, 2 trainers and 1 call center coordinator.
•Participated in the setup of the call center in all phases with regards to, Call Center system design, IVR design and call tree creation, vendor selection and all systems and applications installation, Staff selection and hiring, Call Center representatives and team leaders full training, reports design and monitoring tools.
•First establishment of the outbound unit within the call center, as I have put the basic processes, the creation of calling scripts and monitoring tools.
•First establishment of the retention unit within the call center
•Participated and shared in the establishment of the complaints handling unit
•Reporting to myself 3 Team Leaders, 4 shift leaders, 2 coordinators and 60 agents.
•Making the call center MIS on daily and monthly basis and send it directly to theManaging Director, COO and the Emerging Markets.
•Telephone systems implementation including IVR and Call Recording and participate in the CRM implementation.
•Integrate Call Centre systems and processes with the organization’s processes and systems.
•Recruit, develop and retain CSRs, senior staff including Training officers and Supervisors.
•Responsible of the call center sales target for the banking products over the phone.
•Responsible of training new call center Team Leaders.
•Achieving call center’s KPIs.
•Daily assessment for the Team Leaders and the agents.
•Setting the proper action plans for any performance shortfalls
•Identifying risks pertaining to the call center and setting the proper controls to mitigate t
• Responsible of all authorization cases.
• Responsible for coach new Citiphone officer.
• Responsible of handling the shift problems as a shift leader.
• Handles effectively difficult customers and escalated calls by providing alternatives, empowerment and solutions as an example for call center officers to emulate.
• Ensuring productivity standards for the unit.
• Handling Citigold customers & making Vodafone payments.
sales&marketing