> Analyse interaction data using statistical techniques to provide an accurate report for efficient contact center management.> Design, compile, populate and maintain a consistent database for historical records and have updated/archived data for reference purposes. Visualize and present these data management sheets on a daily, weekly, monthly, and ad-hoc basis to the head of the department and upper management.>Effective Rostering of CC staff to ensure the set targets are met to deliver optimal productivity and answer Level. This includes the effective monitoring of call trends and performances within productive intervals and ensuring strict adherence and dynamic adjustment to the schedule where/when need be

• Used insight gained to drive need and guide Business decisions within the Contact Centre and other relevant units, working with key stakeholders that are ultimately responsible for continuous improvements and business initiatives.• Develop performance metrics for all contact center floor roles and staff. • Ensures periodic measurement of Quality Assurance standards. • Coach and provide feedback to enhance representatives’ skills for QA and KPI standards • Evaluated employee performance monthly and coached and trained accordingly, increasing the quality of work and employee retention. • Improved team quality processes by designing and updating Team’s Processes/Standard Operating procedures on Issue resolution.

> Engaged customers' interactions through calls, emails, and social media platforms to provide information and resolution to requests or complaints.> Provided recommendations to customers on the services and products of the bank.>Engaged other dispute resolution departments to resolve customers' complaints.> Accurate documentation of various complaints, disputes, and inquiries received through the media channels> Communicate feedback to customers on engagements increasing customer satisfaction.> Manage inter-bank dispute resolution on Extraswitch, Mastercard SMTM, and EMP Jira.