Senior Manager - Contact Center
Burgan Bank
Total des années d'expérience :21 years, 3 Mois
Manage the Contact Center Unit
Manage all units under the contact center.
Senior administrative job
• Ensure that objectives, processes and contingency plans are effectively coordinated for the purpose of business operations.
• Build up motivated and cooperating team, recognize performance and encourage agents to excel.
• Communicate information, procedures and instructions received from Management to the team in clear and fast manner.
• Communicate customer's feedback, suggestions, complaints and competitor's information to senior Management.
• Prepare a cost and benefit study prior proposals.
• Prepare the yearly budget and the following year financial forecast.
• Leading the teams in daily activities to perform customers Services.
• Organize teams to ensure that every team can meet the required service level while being supervised by Team leader.
• Monitor the services to ensure quality at the agreed standards.
• Arranges on job training and coaching for the new agents.
• Provides the required service reports results to Manager.
• Lead and supervise the team to run all services to customers as per the bank standards.
• Implement outbound calls and other service tasks allocated to the shift's team.
• Monitor service level and quality.
• Assist agents to handle difficult calls.
• Communicate all new Product /service information to the team.
The Call Center Agent is using the bank multiple communication systems to answer all customer inquiries and provide necessary support for the bank services / products. Sort out customer's complaints. Sell and cross sell the bank products