• Meet all organizational functions/standards and find solutions to improve the service and increase profitability.• Keeping the direct reports updated with new contact centre developments, events, and changes in policy and procedure in the service wise.• Set call centre targets to ensure maximum productivity.• Planning, implementing and managing the strategic changes to improve service delivery.• Handling the operational management tasks such as scheduling and AVAYA call management server reporting.• Setting and meeting performance targets for speed, efficiency, sales and quality.• Monitoring random calls to improve quality, minimize errors , track operative performance and ensure to exceed FCR standards.• Planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff, interviewing of new hire applicants.• Set call centre staff targets and KPI’s.• Preparing and reviewing the performance of staff, identifying staff training needs and planning training sessions.• Recording statistics, user rates and the performance levels of the centre, and preparing reports.• Deal with customer complaints referred by front-line staff.• Organize staffing, including shift patterns and the number of staff required meet demand.• Coaching, motivating and retaining staff and co-coordinating bonus, reward and incentive schemes.• Forecasting and analyzing data against budget figures on a weekly, monthly and yearly basis.• Analyzing performance statistics and making decisions on the basis of these statistics.• Improving the call centre performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.

• Monitoring calls to observe representative demeanour and accuracy of information to ensure quality standards are met.• Coaching representatives in a one to one format to improve and maintain individual and contact centre performance.• Evaluating representative via performance appraisals on an ongoing basis and addressing issues that may have a negative impact on the department. (e.g. performance issues, attendance).• Effectively allocate department resources to achieve high employee utilization/productivity.• Emphasize excellence, driving performance to meet and exceed all Contact Centre goals , such as Average Handling Time. Service Level. Contacts per Hour per Representative. Quality.•Keep direct reports updated with new bank developments, events, and suggest for any changes in policy and procedure.• Handle escalated member/customer issues.• Develop and implement departmental and team incentives and recognition programs.• Assist with recruiting and interviewing of new hire applicants.• To offer customers creative and one-stop solutions.• Insure Team’s delivery of customer service level components, quality and productivity targets & indicators.• People Management, including staff training & development.• Operational Management: adherence to schedule.• Responsibility for delivery of the defined customer experience in every call.• Conduct Team weekly meetings

• Interacted with customers over the phone to understand their banking needs.• Provided excellent customer service to achieve customer's loyalty.• Resolved problems over the telephone on the spot.• Processed manual authorization for RAK bank / International cards through IARS/Telex/Phone and conveyed response accordingly in order to allow merchants to accept or decline the transaction. .• Converted sales opportunities in order to meet financial targets.• Clarified and explained procedures and products over the telephone.• Captured and reported customer feedback towards continual product development.• Assisted in training new agents.• Assigned shift on charge for evening shift and managed teamwork.