Unit Manager
AlRajhi Bank
Total years of experience :22 years, 8 Months
Managing over 75 Customer Service Representatives, and 5 Team Leaders. Work closely with other parts to improve & develop credit card services to achieve customers satisfaction. Monitor calls performance of teams members; receive input from Quality Control and Training Department; coach/mentor teams members using data received from variety of sources. Maintain performance records/reports of teams. Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customers support swiftly. Monitor and assess each team leaders performance. Identify high/low performance for each customer service representatives and team leaders to ensure proper action accordingly. Member in AlRajhi Bank Phone Banking Recuirmant commite.