Team Leader
Ajman bank
Total des années d'expérience :14 years, 2 Mois
As the Team Leader my job responsibilities are to keep the service level up to the mark by monitoring the calls are answered within the minimum standard required of the time. Ensuing all the agents are equipped with all the latest and updated information towards all the products and the services that our bank is providing.
Resolving agents day to day queries by answering their calls and the emails. Ensuring all the shifts are managed as per the weekly schedule prepared with the bilingual services. Ensuring side by side coaching and the training are in place. Ensuring monthly knowledge test are conducted. Identifying the agents weaknesses area and listening the periodic calls to rectify by providing proper counseling and coaching in line with the banks policy and process. Arranging weekly management meetings to brief them on agents performances and issues. Ensuring all the agents are having proper access to their system including password are secured and kept properly. (T24, Vision Plus, CRM/CMS, HRMS, DCMS, CCPluse, Genyses). Ensuring all the staff grievances are addressed as per the policy and the procedures. Maintaining all the system and activity weekly and monthly reports are generated. Ensuring the monthly MIS presentation are available and present to the management.