Mis Analyst
RAK Bank
Total des années d'expérience :15 years, 5 Mois
Develop reporting capability and maintains MIS portfolio on all Contact Centre activities.
Provide management with all required reports.
Create MIS Excel forms for the Contact Centre.
Develop sales reports and performance presentations for the department.
Supervise reports flow and maintenance.
Maintenance of applications’ errors.
Create Contact Centre Forecasting and Workforce Management Application in MS Excel
Prepare Call forecasting and ensure + 15% accuracy on the set parameters.
Develop a working schedules for the inbound call agents and follows up the required modifications.
Analyze Contact Centre metrics and provide direction to management on possible improvements in scheduling, call routing and business model to meet departmental goals and key performance indicators.
Manages long-term forecast / staffing plans and lead monthly staff plan / budget meeting.
Liaised with Human Resources, Recruitment and Training to coordinate the hiring and training of new employee resources.
Work with Training and Operations to coordinate multi-skill training for existing agents.
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
Responsible for maximizing efficiency and occupancy while meeting service objectives.
Doing the analysis and reporting of employee performance including schedule adherence.
Recognize and recommend operational and supports improvements.
Perform other duties and assignments as directed.
Answer inbound calls as well as assist customers who have specific inquiries
Build customer’s interest in the services and products offered by the bank
Provide personalized customer service of the highest level for VIP customers
Meet and wherever possible, exceed allocated telephone and work targets, ensuring defined service standards are always adhered to.
Update the existing databases with changes and the status of each customer/prospective customer
• Creating and Managing Company Website www.skyevent.ae
• Event Media Campaign Design Including “Event Logo, News Paper Ads, Website, Brochures and Flyers “
• Outdoor Designs “Lamp post, Flags, Sign Boards ....”
• Creating Corporate Identity.
Subjects include corporate management, operations management, accounting, human resources, financial accounting, and project management as well providing insight on key entrepreneurial skills
operations management dipolma
Graduated with 94.5% which qualified me for engineering faculty.