Manager
Banque Saudi Fransi
Total des années d'expérience :30 years, 1 Mois
Manager of Contact Center & Back Office
2006-Now
Setting and meeting performance targets for speed, efficiency & quality.
Planning and managing change.
Managing the daily running of the call centre.
Communicate with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
Monitoring random calls to improve quality minimize errors and track operative performance.
Planning and developing staff recruitment, including wording vacancy.
Reviewing the performance of staff, identifying staff training needs and planning training sessions.
Recording statistics, user rates and the performance levels of the centre, and preparing reports.
Handling the most complex customer complaints or enquiries.
Organizing staffing, including shift patterns and the number of staff required to meet demand.
Developing, implementing and reviewing core responsibilities and tasks.
Analyzing performance statistics and making decisions on the basis of these statistics.
Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.
Supervisor of toll free & Back office
2002-2006 Working as Call Center back office Officer. Controlling and monitoring all out/incoming claims and complaints that received via fax, telephone and telexes.
Replay to the bank internet site customers or visitors for all their inquiries and requests emails.
Reconciling the official reports for financial and non-finical transactions that had been done through the new IVR system on the previous business day and report any discrepancies to IT/operation departments via email.
, Handling all responsibilities of the call center supervisor during his, bsence. In addition, I participate in UAT of the IVR project during the system trial
Supervision 1997-2002, Back again to Call Center as shift team leader, responsible for receiving all general inquiries and providing online support to segmented customers