Deputy Section Head
Bank Audi
Total years of experience :19 years, 10 Months
1-Acting as 1st line of escalation for customer situations that cannot be resolved by the Customer Service Senior / Representative.
2-Supporting for Quality Department.
3-Supporting for Card Center Department (Fraud Report).
4-Supporting new comers for any Inquires.
1-Act as 1st line of escalation for customer situations that cannot be resolved by the Customer Service Senior / Representative.
2-Responsible for the Bank campaigns to generate the outbound calls reports.
3-Support for Back Office Dep.
1-Supervises the daily activities of the project’s CSRs.
2-Generate & send the agreed reports to the clients regularly as required by the client.
3-Handle all CSRs needed on-job training / coaching to leverage their performance to the set standards.
4-Creating Internal Reports.
5-Monitoring the incoming call queue (Real Time Display).
6-Monitor agent’s calls as per communicated schedule to ensure adherence to pre-agreed scripts & processes.
7-Act on and log any client’s request.
8-Assess the CSRs performance on monthly basis and calculate their variable in relation to their objectives as set by the senior TL / Supervisor based.
9-Consistently and punctuality communicates to the WF team any changes in my work force as well as well as any changes required on the schedule as implied by business needs.
10-Act as 1st line of escalation for customer situations that cannot be resolved by the Customer Service Senior / Representative.
11-Build & ensures that all data on my projects K-base in updated.
Project Evaluation: Excellent