Hamad ALRadwan

Operations
Contact centers
Human recourses

Operations and Projects
Information Technology
Management Information System
Quality Control and Assurance

● Determines call center operational 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.
● 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.
● 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.
● Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
● Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
● Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
● Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

●Ensure availability and utilization of representatives under shift in order to meet the core objective of the Call Centre.
●Monitor KPIs including contacts per hour, value and conversion of contacts.
●Performance coaching via 1 on 1 basis.
●Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.
●Provide immediate reporting to Call Centre Manager as required so they can benchmark the process, quantify and assess inbound or outbound calls; measure talk time or trouble shoots any problem.
●Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.
●Maintain indirect control on Call Centre representatives to identify the interest, mood or social characteristic of the person one is talking and allow them to fine tune their communications and establish rapport.
●Perform call quality monitoring of Call Centre representatives.
●Ensure that representatives under shift are well informed and updated with all new products and services as well as policies to ensure that they accurately respond to any customer calls or inquiries.
●Ensure continuous updating of system that empowers call representatives scripting, complaints handling; provide feedback on any product and/or service trends.

●Creating sense of ownership within the employees and resolving employee issues, if any.
●Encouraging, supporting, and motivating actively one’s peer team.
●Looking constantly for development as well as continuous improvement for the entire team.
●Monitoring, organizing, and coaching team on a day-to-day basis.
●Communicating the company’s purpose, core values, vision to the front employees.
●Ensuring that the employees follow their schedules properly as designed.
●Striving for new ways continually, to increase the opportunities of sales.
●Handling escalated calls, complaints, questions, and queries as necessary.
●Facilitating cross-functional communication within employees for improved working condition.
●Creating conducive work environment for all the call center’s employees.
●Carrying out team meetings and actively participating in the monthly and weekly meetings.
●Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

●Handling day-to-day employee’s issues.
●Issuing certificates (salary, service, end of service, etc…).
●Dealing with the insurance companies and taking employees claims.
●Handling all employees’ leave (Annual, unpaid, sick … etc).
●Calculating employees evening shifts hours, one by one.
●Handling employees ESBs.
●Handling employee’s change of status (transfers, promotions, terminations, etc…).
●Handling new joiners.
●Preparing allowance calculations.

●Handling day-to-day employee’s issues.
●Issuing certificates (salary, service, end of service, etc…).
●Checking and editing the daily and monthly attendance.
●Screening and filtering C.Vs.
●Interview candidates.
●Dealing with the insurance companies and taking better offers for our employees.
●Consult workforce related topics with the managers to support them and their staff members.
●Realize recruitment (by own resources or personnel agencies)
●Keep job descriptions and specifications for all positions, support managers with updating it and creating new ones.
●Support managers in performance management process, maintain and develop methodic base for it.
●Participate in induction process and support managers in area of adaptation for new employees.
●Responsibility for HR administration (payroll, benefits, labor contracts).
●Perform other related duties as required.
●Support in motivation and job satisfaction issues.
●Recognize and analyze reasons of fluctuation.
●Maintain and develop remuneration policy.
●Realize administrative steps in employee leaving process.
●Reporting weekly to all head of Company’s departments.

●Handling all kind of customers with patience at any situation.
●Making loans and credit cards calculations.
●Referring customers to the branches for any kind of application.
●Solve the customer’s problems with their saving accounts, loans, fixed deposits, credit cards, etc…
●Selling almost every product the bank offers such as: credit cards, loans, prize accounts, SMS services, American express, etc…
●Achieving high level of sales.
●Preparing for team meetings.
●Supervising team members.
●Preparing sale targets monthly for team members.
●Reporting to team manager.
●Attending meetings to discuss group problems with head of the department.
●Working on oracle system for tracking customers.
●Working on special projects and working on developing the team.