ASSISTANT OPERATION MANAGER
Noor Bank
Total years of experience :19 years, 10 Months
● Managing inbound contact Centre for Noor bank on shore team ( Arabic team )
● Manage and monitor team leaders and supervisors performance.
● Implementing ideas and identifying the areas of improvement in the contact center to improve
the quality level
● Make sure to meet the client expectations and satisfy their needs to achieve the target
required and run the business smoothly and efficiently.
● Coaching and providing feedback to the supervisors by setting the required targets and
helping them to address the team concerns and improve the quality level of the contact center.
Guiding my team and assisting them to manage and reach the required goals and up skilling
them by providing the required trainings.
● Monitoring the team performance and discussing their performance in timely bases through
their KPIS.
● Make sure that the team deliverables and reports required are delivered on time .
● Understand and analyze the clients targets required and drive the team to exceed their
expectations and take the necessary actions required to keep continuous improvement.
● Make sure that the team is following the company rules and values .
● Manage the performance of the agents by setting performance objectives, reviewing
employee’s performance against set objective periodically. Rewarding employees for
successful achievement of goals. Responsible for leave management.
● Identify the agents’ knowledge and skill gaps and work with the learning and
development team to create and deliver appropriate training.
● Manage the performance of the agents by setting performance objectives, reviewing
employee’s performance against set objective periodically. Rewarding employees for
successful achievement of goals. Responsible for leave management.
● Identify the agents’ knowledge and skill gaps and work with the learning and
development team to create and deliver appropriate training.
● Identify proactively opportunities to improve agent’s performance and create action
plan that drive results
● Ensure that the team members comply with relevant Tanfeeth policies, processes,
procedures, quality standards and follow their schedule as designed.
● Manage the daily activities and equally divide the work load to ensure overall
performance standards are maintained
● Handle escalation calls and customer complaints
● Perform root cause analysis of customer feedback, escalations and complaints and
trends. Provide feedback to employees based on the findings and share insights and
recommendations to management
● Ensure Tanfeeth OM is applied in the unit’s daily activity
● Ensure the customer expectations are met and the Csat targets are met.
● To ensure a serviceoriented and professional working environment with the call center
team. Monitor the performance of the team members and execute necessary actions as
per agreed SLAs. Motivate the team.
● Ensure overall performance of the inbound agents.
● Provide precise and accurate information to customers.
● Adhere to standard work procedures while handling customer calls.
● Comply with information security and data privacy policies.
CSR ENBD (inbound call center agent & escalation team member ) (2011 to 2013)
▪ Answer queries of all the types of account to the customers & provide all
the benefits & features for the accounts.
▪ Achieve the sales target ( loans, cc, car loan, and home finance .
▪ Solve the customer complaints & satisfy the customers' needs .
▪ Coordinate with other departments to solve customers’ complaints
▪ Dealing with the customer in professional way and solving their problems.
▪ Ensure total customer satisfaction at the point of sales & providing after
sales service.
▪ Provide the customer with all details about his account or his credit card.
▪ Handled Multi Skilled calls such as:
▪ Providing all the information about the credit card and solve all the
problems which related to the credit card.
▪ Providing all queries about customer account
▪ Helping the customer to activate the bank net and all information about
the bank net and card net service.
▪ Update the customer
handling bank shipments for delivery like credit cards
, debit cards etc
▪ handling tale sales through citruss tv selling cosmetics as out source
project handled by
Planning, preparing and delivering lessons to a range of classes and age groups.
▪ Preparing and setting tests, examination papers, and exercises.
▪ Marking and providing appropriate feedback on oral and written work.
▪ Devising, writing and producing new materials, including audio and visual resources.