Service Manager
Emirates NBD
Total years of experience :18 years, 10 Months
Managing the call center according the optimum running and management of.
Operations Team:
1. Setting and meeting performance targets to assure the maximum efficiency and the optimum service quality provided with alignment to the department objectives.
2. Delivering Superior Client Service - Assure that the operations team support branches, peers, and management on customer experience topics - Ensure all are delivering superior customer service
3. Assure all the client's requests logged by thr the inbound agents are handled by the operations team in timely manner to avoid service delivery complaints
4. Perform monthly analysis to the requests base to determine opportunities for alternative channels that can be adopted by the bank clients in co-operation with the inbound and outbound teams to take the load off the inbound team
Inbound Team: (Priority Banking & Mass Banking)
5. Setting and meeting performance targets to assure the maximum efficiency and the optimum service quality provided with alignment to the department objectives.
6. Manage the daily running of the call centre floor.
7. Interact with team leaders, operations and third parties to gather information that would assist in resolving issues.
8. Assure that the inbound team is up-to-date in terms of required training and knowledge.
9. Monitoring random calls to improve quality and to minimize errors and track operative performance.
10. Monitor the escalated calls handled by the TLs on daily basis.
11. Review the performance of the inbound staff to identify opportunities for development
12. Record statistics, staff ratings and performance levels of the centre and prepare reports to the Head.
13. Handle complex client complaints or inquiries.
14. Organize the staff, including shift patterns and the number of staff required to meet demands if needed.
15. Coaching, motivating and retaining the inbound staff and coordinating bonuses, rewards and incentives.
16. Ongoing meetings with the different units’ managers and personnel for calibration purposes to ease the daily running and operations.
17. Develop potentials, and apply a succession plan.
18. Responsible for the monthly scheduling of team’s vacations and shifts.
• Setting and meeting performance targets for the inbound team and the inbound TLs to assure the maximum efficiency and quality of service provided with alignment to the department objectives.
• Manage the daily running of the call centre floor.
• Interact with team leaders, operations and third parties to gather information that would assist in resolving issues.
• Assure that the inbound team is up-to-date in terms of required training and knowledge.
• Monitoring random calls to improve quality and to minimize errors and track operative performance.
• Monitor the escalated calls handled by the TLs on daily basis.
• Review the performance of the inbound staff to identify opportunities for development
• Record statistics, staff ratings and performance levels of the centre and prepare reports to the Head.
• Handle complex client complaints or inquiries.
• Organize the staff, including shift patterns and the number of staff required to meet demands if needed.
• Coaching, motivating and retaining the inbound staff and coordinating bonuses, rewards and incentives.
• Ongoing meetings with the different units’ managers and personnel for calibration purposes to ease the daily running and operations.
• Develop potentials, and apply a succession plan.
• Responsible for the monthly scheduling of team’s vacations and shifts.
• Manage the workload of the inbound and 2nd level support teams, and allocating different team members in an efficient manner to optimize service provision and administrative support across the operational time.
• Handling the most complex escalated calls, hard calls or normal calls and as per the escalation matrix
• Ensure excellent performance and adhering to all floor rules and operation for service level achievement.
• Responsible for the everyday running of the shifts and the solving of immediate client or team members problems and concerns
• Perform ongoing calls monitoring on both teams (Live, Body, Recorded) to assure high quality of service is applied by the call center agents
• Supervise, coach and monitor the team members, organize regular team meetings, and personal development plans
• Report to the call center head and meet on a regular basis to discuss new developments, issues arising and any relevant team matters.
• Ensure that the team follows the established procedures for each service request, including logging, processing and progress chasing inquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
• Implement and maintain equal opportunities for staff, customer service standards and other council policies as appropriate and ensuring their understanding and implementation by team members
The 2nd level support team is equipped with ‘call logging’ systems, which track & update the status of the reported problems and issues received from the inbound team.
• Assures that the officers provide the best tracking & follow-up for the inbound agents actions and requests via the CCTS application.
• Performing root-cause analysis based on the volume of complaints and the TAT breaching internally or externally.
• Assure the team provides customer resolutions accountability via inbound, outbound calls or emails.
• Maintain call length threshold and customer tolerance to resolve customer inquiries, requests and complaints in the first contact of the client whenever is possible while contacting the call center via the inbound channel.
• Keep monitoring SLA between the unit and other departments for continuous improvements.
• Increase customer experience and loyalty by meeting their expectation in follow up and fulfillment.
• Limit data errors due to using a predefined templates and reporting the same if arises.
• Control the inbound actions and tickets as a validator, to minimize risk and loss
• Take full responsibility for the dealing with relevant customer complaints, queries and requests for information for the start to the end of the process
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Recommend improvements in products, service or procedures to prevent future problems
• Check to ensure that appropriate changes were made to resolve customers' problems
• Prepare monthly statistical reports as appropriate to the call center head
• Supervise the workload of the team, and allocating team members in an efficient manner to optimize service provision and administrative support across the operational time.
• Handling all escalated calls, hard calls and normal calls in the times of workload and as per the escalation matrix
• Responsible for the everyday running of the shifts and the solving of immediate client problems and concerns
• Perform ongoing calls monitoring on the team (Live, Body, Recorded) to assure high quality of service is applied by the call center agents
• Supervise, coach and monitor the team, organize regular team huddles
• Report to the call center
• Acting as the first escalation channel
• Supporting the back office staff beyond the normal working hours, for any maintenance action done on the cards management systems or the core banking systems as per bank policy & procedures
• Member of the relationship officer's team which are responsible for the internal & external communication with the banks network of branches or the bank clients via the email or the web site
• Monitoring the ATM network to report any downtime or system outage to assure the optimum and maximum ATMs utilization as a second eye on the vendor and reporting to the concerning parties and to the delivery channels manager
• Support the new comers with training sessions and development on site
• Monitoring the floor, agents & make sure all the agents adhere to the floor rules to assure the best adherence for ease of the daily running
• Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
• Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Answer telephone calls from potential customers who have been solicited through advertisements.
• Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• Maintain records of contacts, accounts, and orders.
• Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.
• Conduct client or market surveys in order to obtain information about potential customers.
• Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up with customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
• Answers inbound calls and respond to customer requests to ensure customer satisfaction.
• Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
• Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
• Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
• Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up.
• Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
• Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
• Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
• Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
• Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
Offshore Sales Analyst Out sourcing for 011 Communications American & Canadian campaign (Telemarketing).
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