service center manager
Al Hilal Bank
Total years of experience :15 years, 10 Months
Prepare and review MI for the entire centre and forward to management for further actions
Develop an annual operational plan (AOP) for the following year clearly indicating manpower, budget and tools requirements
Ensure the entire centre understands the assigned targets and ensure their achievement
See that policies and procedures are implemented and ensure compliance
Conduct surprise check and audit periodically and raise report to management
Measure weekly/daily performance of all staff & raise report to service centre head
Establish a system where all staff are coached counselled and trained appropriately by their respective managers.
Forward complaints related to organization excellence team for further action Intercept and tackle difficult calls and enquiries raised by agents, provide solutions and conclude on a win-win situation
Establish an environment that encourages team spirit & mutual corporation
Set agreed performance, review & conduct annual performance appraisal.
Conduct constructive meetings, raise minutes of meeting and brief report to head of call centre.
Establish a system for continuous learning to catch up with changes to products, services and procedures.
Establish an environment that encourages team spirit & mutual corporation
Set agreed performance, review & conduct annual performance appraisal.
Supervising the and guiding my team which consist of 7 members, by providing them with training that they need.
being available as long as i can to support them in difficulties and problem.
ensure that they are working and doing their jobs and tasks perfectly.
preparing reports whenever needed by management.
monitoring the floor and make sure that we are receiving and doing our jobs in receiving customers requests.
To resolve customer complaint with 48 working hours and follow up with internal and external customer request
receiving calls and inquiries from the customers through the phone, follow up, log complaints and apply all professional aspects learned and experienced in the bank
i have a bachelor degree that i owned with merit with a GPA of above 3.5. Also i got a scholarships to continue my master at MASDAR Institution but because it was in Abu Dhabi it was difficult to attend as the classes where every day for 1.5 year. Additionally i was the relationship officer for the environmental club at the college and i was rewarded with Academic and Director Reward of the college 4 times.