call center supervisor
Doha Bank
مجموع سنوات الخبرة :17 years, 6 أشهر
• Measuring and evaluating the performance of the call center agents.
• Ensuring objectives being met so that the bank maintains operations at an optimal level.
• Using tools like call monitoring and audio recording software to evaluate representatives' performance metrics and assist upper management with discovering weaknesses and rewarding strengths in customer service.
• Designing and updating the performance metrics being used to evaluate the call center staff.
• Ensuring that all training content is maintained centrally through Share Point / Knowledge base, is accessible to relevant parties, version controlled and modularized and that this is regularly reviewed and updated/communicated as appropriate and relevant.
• Conducting one-to-one meeting with the call center staff on monthly basis to discuss and evaluate performance.
• Sending the required emails to the agents on the spot in order to enhance the performance and to avoid any common mistakes during the calls.
• Conducting the required training for the new staff.
• Communicating all the updated products features to the call center staff.
• Preparing monthly assessments for the call center agents based on their gaps and weaknesses.
• Providing monthly reports about the call center agent's performance and the required actions to the head of customer service and call center.
• Preparing the monthly agent of the month report based on the agent Kpi's and quality scores.
• Ensuring that all the call center agents are following the bank policies and procedures and scripts in order to provide the best customer service experience.
• Participating in customer and client listening programs to identify customer needs and expectations.
- Receive in-bound calls from customers and prospects through voice, fax, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.
- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
- Provide high quality customer service by handling customer service requests as defined in the Call Center manual efficiently and accurately with relevant necessary documentation.
- Provide first level support for all technical and functional queries related to Alternative Distribution Channels like ATM, D Bank Online and IVR.
- Identify and maximize up-selling and cross-selling opportunities and generate sales and leads as appropriate.
- Migrate customers to Alternative Distribution Channels.
- Educate the customer about the organization’s products and services.
- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.
- Continuously learn to keep up-to-date with changes and developments to products, services, and procedures.
- Participate in Outbound calling for new businesses when required.
- Handle light back office work related to leads, follow-up, customer complaints etc.
- Maintain confidentiality of the bank’s customers and data.
- Interact with diversified customers, all branches & departments on a 24 hours basis.
- Keep abreast with the latest changes to any of the banking products / procedures and new promotions.
- Handle sudden rush of calls, stressful periods and call volume pressure.
- Solve customers’ problems, handle irate customers and I have the ability to cross-sell.
- Dealing with customers from different languages, accents and cultures.
- Knowledge of all systems like AVAYA, Prime CTL and Core Banking.
- responsible for answering the quires of the customers in case of customer support call center.
- responsible to satisfy customer and maintain good image for the company.
"Temporary Job": Working as Data Entry Operator during “IPO Shares” for Doha Bank Main Branch in Grand Hamad St.
1 - responsible for daily entry and Adjustments in the company.
2 - responsible for the fixed asset register and company Depreciation.
3 - responsible for monitoring projects under implementation.
4 - responsible for tax work and Payroll .
5 - responsible for the preparation of model (41) .
6 - responsible for analysis of all of the company's sales and purchases and prepare affidavits general sales tax.
7 - Prepare Balance Review monthly and annual.
8 - Participation in the preparation of the budget.
9 - Responsible for some of the company's Correspondence
Salah Abdel-Fattah Ibrahim certified public accountant and tax consultant and member of the Egyptian Tax Society and a member of the Egyptian Society of Public Finance & Taxation.
My Courses: • Certificate in Advanced Call Center Training from Doha bank academy. • Certificate in Doha Bank - Operational Risk Management from Doha bank academy. • Certificate in Doha Bank Information Security from Doha bank academy. • Certificate in Anti-Money Laundering and Combatting Terrorist Financing from Doha bank academy. • Certificate in Doha bank - fatca and Crs Program from Doha bank academy. • Certificate in Banking Channel Management from Doha bank academy. • Certificate in Basic Call Center Training from Doha bank academy. • Certificate in Consumer Banking - An Introduction from Doha bank academy. • Certificate in Consumer Banking - Products from Doha bank academy. • Certificate in Branch Banking from Doha bank academy. • Certificate in Banking Channel Management from Doha bank academy. • Certificate in Consumer Banking - Marketing from Doha bank academy. • Certificate in Consumer Banking - Selling from Doha bank academy. • Certificate in Retail Banking - Customer Service from Doha bank academy. • Certificate of training completion in Ooredoo Mobile services from 19/05/2013 to 15/06/2013 at Ooredoo Learning Centre - Abu Hamour. • Certificate of Achievement in Erteqaa I - Business Etiquettes & II - Phone Etiquettes from Bbusinesss. • International Computer Driving License (ICDL) Certificate from Ministry of Communications and Information Technology – Egypt. • Certificate in English conversation from Cisco Center for Languages & Computer. • Certificate in Manual Accounting from Accountants Training Academy (ATA). • Certificate in Computerized Accounting from Accountants Training Academy (ATA). • Certificate in Cost Accounting from Accountants Training Academy (ATA). • Certificate in Peachtree Accounting Application from Accountants Training Academy (ATA).
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