Trad AlQethame

Impalement the departmental strategy to meet the objectives and targets .
Set collection unit goals and targets and organize priorities and weights.
Manage unit resources (HR, technology and processes) to achieve planned targets and objectives.
Create business opportunities to maintain the current collection rates and develop new channels to improve it.
Leading, developing and managing collection people.
Enable high performance, conduct coaching and employee appraisals.
Conduct regular team meetings to improve communication, get direct feedback and encourage teamwork.
Use motivation techniques to extract the best performance from the team.
Manage poor performance at early stages to avoid consequences.
Manage attendance, discipline and complaints.
Recruiting and hiring new staff.

Ensure the proper work environment (security, accuracy, tools, resources, etc…) to achieve unit targets.
Coordinate with credit team to follow on dunning stages and start with collection campaigns.
Supervise collection activities in all collection channels (Insource, outsource and agencies).
Audit and review invoice-payment, receivables, work sheets and contact lists to ensure accuracy.
Supervise day-to-day activities and provide optimal solutions to ensure high performance of all resources.
Monitor collection team performance and take the proper actions to enhance it.
Monitor specialists performance and provide them with all needed support to achieve their targets.
Supervise the overall work processes and procedures and fill the gaps to achieve the highest performance.
Conduct daily, weekly and monthly analysis to decide on the distribution of work load and collection channels.
Regular and upon request agencies and outsource visits.
Analyze team feedback and come up with solutions to resolve their problems, enhance the performance and achieve unit targets.

Run the invoice-payment matching process on daily basis.
Distribute the appropriate contacts list for each agent.
Ensure agents are equipped with the required tools, systems and skills to achieve their targets.
Monitor daily collection reports and provide management with proper actions to improve collection performance.
Monitor insource team performance and take the proper action to enhance it and achieve unit targets.
Provide management with daily, weekly, monthly, annual and ad-hoc reports.
Run daily and monthly quality assurance exercise to ensure that the quality provided for Zain subscribers are within the standard.
Monitor low performance and take the proper actions through all possible tools to enhance it.
Coordinate with other departments (IT, NOC, marketing, Sales and customer care) to ensure that all subscribers and unit problems are resolved within the acceptable time.

Listening to customer requirements and presenting appropriately to make a sale.
Maintaining and developing relationships with existing customers.

Answering of both inbound and outbound calls. Making calls to the new potential customers on the behalf of products sell, etc. A call center agent must be proactive in responding and handling to different queries of the customers. Within the working hours, a call center agent must be available to respond to the customers calls.