Call Center Manager
First Abu Dhabi Bank (FAB)
Total years of experience :18 years, 6 Months
- Monitoring, analysing, and coaching Call Center agents to insure reaching the highest rate of service level.
- Preparing monthly reports for the bank products.
- Preparing weekly and monthly agents appraisal.
- Conducting training for new comers.
- Collecting leads and following up till closure to increase bank profit through cross selling of the bank products.
- Good user of systems of: Prime, Online, FirsData, Sparrow, Intellect, and Bank Master Inquiries.
- Responsible for Delivery Unit (card & PINs).
- Following up with courier companies to insure cards & PIN delivery.
- Receiving & handling customers’ calls, complaints and inquiries for Coldwell Banker Egypt, British American Tobacco.
- Preparing daily, weekly, monthly reports related to the projects and the agents using reporting tools.
- Analyzing agents' performance during the month for the sake of the monthly appraisal.
- In branches of Four Seasons Resort, Hyatt Regency Hotel, Crowne Plaza Hotel, Intercontinental Hotel, Movinpick Jolie Ville Golf Resort (Sharm El Sheikh)
- Operation supervisor in the Four Seasons Resort Sharm El Sheikh.
- Managing the office, dealing with guests & customers.
- Leader of the drivers.
- Conduct trainings for the new comers.
Fair