Head of Contact Center - Supervisor / E-banking Department
Bank of Beirut
Total des années d'expérience :22 years, 4 Mois
- Managing & supervising a team of 35 agents
- Project Manager for E-Banking & Contact Center projects
- Contact Center scheduling activities & training sessions
- Generate performance & statistical reports
- Suggest Contact Center / E-Banking activities processes and strategic plans
- Ensure the correct implementation of contact center strategies within the set standards
- Establish work priorities and tasks in coordination with the team mentors
- Collaborate and coordinate with concerned internal & external entities regarding Contact Center tasks & objectives
- Overview and present key performance results to executive management
- Control the following functions of the E-Banking Department:
1- Manage inbound calls, e-mails and all incoming messages through social media channels, 24/7
Manage, schedule and conduct outbound campaigns for telesales, telemarketing and bank campaigns
2- E-Banking Management
3- Cards Maintenance & Support
4- Manage SMS services for all cards and marketing campaigns
5- ATM / CCDM Monitoring
6- Smart Branches Support
7- Maintain and supervise Contact Center’s software & hardware
8- Quality Assurance
9- People management:
* Interviewing & Hiring new agents and setting the related Job Description
*Coaching, motivation, counseling
* Full Training on contact center services and communication skills (telephone, video, etc…)
*Ensure quarterly evaluation and performing regular meetings with agents and team mentors
*Setting annual appraisals based on agents’ performance
10- Complaint Handling
11- Operational Risk Coordination
- Technical Officer
- Damage Insurance
- Underwriting ((Fire - General Insurance)
- Car insurance Issuance
- General claims files' studies
- Responsible of all Marketing Products (CD Covers, Posters, Booklets …).
- Responsible of the Distribution Channel for all Kind of Cassettes and CD’s.
- Project Management - Directing & Editing Video Clips.
- Contacts with Suppliers and Customers.
- Assisting in all Managerial meetings.
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