Call Center - Operation Manager
Abu Dhabi Islamic Bank
مجموع سنوات الخبرة :16 years, 0 أشهر
1.Look to minimize defects and initiate process improvements.
2.Initiates and implements special projects required to achieve both Clients and Organization goals.
3.Organizes the development and implement of Quality improvement plans/projects based on the department’s strategies and requirement.
4.Assists superior in defining project parameters, preparing and reviewing project plans/proposals as well as monitoring project schedules/quality and resources required.
5.Evaluates the overall department performance using various assessment models.
6.Performance monitoring, data analysis and feedback for service delivery.
7.Sponsor an incentive plan which awards top performers
8.Monitor the quizzing structure and performance management criteria
9.Understands fully the management vision, communicate it to the team members and ensure meeting it.
10.Assist in fine-tuning and implementation of Policies and Procedures.
11.Function as customer service/support technicians from quality point of view as needed.