Call center supervisor
Arab Jordan Investment Bank
مجموع سنوات الخبرة :13 years, 4 أشهر
Create effective channels of agent feedback.
• Produce performance reviews as established by Reporting Manager.
• Administer training programs for new hires and existing staff
• Perform at least one monitoring evaluation with each agent every two weeks
• Take calls that your agents can't handle and be available when an agent appears to need
assistance
• Develop training documents that support call center operations.
• Monitors Call Center activity to ensure that customer service and production standards are
met and maintained. Work with other members of management team to address problems
when they arise.
• Conduct quality monitor of calls for agents. Provide feedback and coaching to agents on
their performance.
• Continually learning and developing knowledge of Bank products and service
Follow-up to customers and their needs and wants
• Stop the cards when stolen or lost (ATM cards and visa revolving )
• Provide customers with information about the Bank's products.
• Marketing campaigns for new products
• Receiving complaints from customers and to solve coordination with the concerned party
• calculation loans
• Tele marketing (welcome call )
• Coordination between branches and customers
*Training courses:
• Customer care
• Public relation
• Corporate banking
• Detect fraud
• Bank services and products
Procedures and policies of all departments of the bank
• E banking
• Credit cards and prepaid cards
Major and Evaluation is (very good ). * Graduation research about : (Factors Affecting the Application of e-banking in Jordanian bank