supervisor: workforce management and excellence
ahli bank of Kuwait
Total years of experience :5 years, 4 Months
Assist in developing a training strategy for the Call Center and focusing on improving the quality of services delivered to the customers
Provides direction and management to Workforce agent within scheduling, forecasting or real time management
Ensures that Workforce management Team is providing appropriate real time oversight and takes appropriate action to meet service level goals and maximize efficiencies
Conducting monthly progress and feedback meetings with staff
Timely escalation of any issues to Call Centre Manager if necessary
Ensure that Call Center Back Office operations are performed within the agreed upon SLA
Provides direction to Back Office on the daily operations, issues and ensure accurate request processing
Ensure that QA assessments are completed within a timely manner daily/weekly/monthly
Ensure that staff training and development programs are successfully completed within the agreed upon time frame
Acts as an advisor to subordinates or team members to resolve operational/ technical problems
Implement and achieve SLA across the team
Complaint management and effective customer satisfaction program implementation
High customer service levels
Minimal complaints and dissatisfied customers
Performance in line with SLAs
Call Centre Quality and Operational targets met
Staff and work flow scheduled effectively
Compliance with operational procedures and instructions, risk policies
SLA and abandoned rate targets met
Achievements:
Took charge of Call Center system (IVR, Agent Desktop system Transformation (4 phases).
Took charge of ABK system related to call center Core System (Finacle system Transformation).
Took charge of all Call center projects ( ITM, , Mobile engagement, Fraud detection, IVR Survey, TPIN, Chabot, Voice biometrics, Blacklist customers)
Maintaining a far exceed evaluation in final scorecard for four years in a row