Call Center Manager
Al Ahli Bank of Kuwait
مجموع سنوات الخبرة :14 years, 6 أشهر
Determines call center strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
● Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
● Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
● Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
● Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
● Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
● Assist in meeting call center financial objectives
● Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
● Training and Development: In charge of Call Center induction and service Quality training.
Handling branch quality, customer service, and call quality training to ABK Academy.
Workforce Management and Back Office Supervisor
“Acting Assistant Manager”
● Supervise Workforce Management and Back Office daily operations
Reporting:
. Collection and analysis and reporting of historical center performance statistics
. Collection and analysis and reporting of historical agent performance statistics
Forecasting:
. Manage long-term forecast / staff plan and lead monthly staff plan
· Oversee communication to new hires on schedule process
· Oversee short-term workload forecasting
Scheduling:
· Oversee scheduling philosophy of schedule assignments
· Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime.
· Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
Meeting Objectives:
· Responsible for maximizing efficiency and occupancy while meeting service objectives
· Oversee analysis and reporting of employee performance including schedule adherence.
Perform other duties and assignments as directed
Process routine account transactions.
Open accounts, including savings and checking.
Use adding machine.
Disburse money to customers.
Validate the deposits
Greet people warmly and direct them to appropriate bank personnel.
Handle loan payments and cash checks.
Collect loan and utility payments.
Promote bank products.
Record all transactions.
Exchange foreign currency.
Count cash at beginning and end of shift.
Balance currency, cash and checks in cash drawer at end of each shift.
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Marketing skills and business acumen necessary for professional and personal success in today’s global business environment.
Completion of 6 International General Certificates of Secondary Education (IGCSE), University of Cambridge