Amr Emam Email and Phone Number

Responsible for the following departments1- Service Quality. Measure the quality of services presented through all UB channels for example Branches - Contact Center - Complaints.Measure the quality of staff dealing with customers through branches & contact center. Measure the quality of branches as a permisis. 2- Customer Care. All Customers Complaints handled through this unit. 3- Customer Voice: Customer satisfaction survey… Show more Responsible for the following departments1- Service Quality. Measure the quality of services presented through all UB channels for example Branches - Contact Center - Complaints.Measure the quality of staff dealing with customers through branches & contact center. Measure the quality of branches as a permisis. 2- Customer Care. All Customers Complaints handled through this unit. 3- Customer Voice: Customer satisfaction survey for all UB services, channels & products. 4- Training Center:Soft skills training has been presented to new staff joined UB Branches Staff, Contact Center staff. Refreshment training to all branches & contact center staff periodically. Show less

Role Purpose:To be accountable for coaching, leading and motivating a team of up to 50 advisors/agents, coordinating activities in line with the department targets and performance levels, whilst continually looking at potential improvements to departmental processes. Job Duties:1. Team Coaching and Development:  Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition. Facilitate service evaluations to ensure the… Show more Role Purpose:To be accountable for coaching, leading and motivating a team of up to 50 advisors/agents, coordinating activities in line with the department targets and performance levels, whilst continually looking at potential improvements to departmental processes. Job Duties:1. Team Coaching and Development:  Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition. Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets. Facilitate performance reviews using the “Performance Dialogue” Framework for team members. Ensure all team members adhere to FAB policies and procedures. Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act2- KPIs/Measures: Adherence to coaching team members monthly on call quality Team Adherence to NBAD policies and procedures (team understanding) Team adherence to Privacy and Credit Guidelines Team knowledge of products, services and applications. Quality of communication with internal and external customers. Deliver performance reviews and development plans Adherence to the facilitation of monthly/fortnightly team meetings Adherence to facilitating monthly one on one meetings with team members Effective management of team and departmental reward and recognition programs. Alignment to FAB Brand Essence and high performance culture Implementation and support of the Service Business Plan Goals Conducting checkpoints with team managers to share KPI MTD analysis.3- Recruitment Interviews: Receiving and reviewing applications, managing interviews and creating a shortlist of candidates. Requesting references and checking the suitability of applicants before submitting their details to the HR Specialists. Show less

 Supervise all the Call Center Procedures starting from calls, actions, mails & attitude. Listening to poor performers calls. Rating calls using the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals. Coaching, feedback and assistance to enhance and develop poor performance call quality, while achieving their KPI’s.  As well, make sure they understand new policies and procedures for… Show more  Supervise all the Call Center Procedures starting from calls, actions, mails & attitude. Listening to poor performers calls. Rating calls using the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals. Coaching, feedback and assistance to enhance and develop poor performance call quality, while achieving their KPI’s.  As well, make sure they understand new policies and procedures for quality. Arrange monthly staff schedule & shifts. Review on daily actions & its mails done by team leader. Making weekly & monthly appraisal for Call Center Staff based on staff attitude, professional call handle. Monitoring & qualify agents calls. Making survey reports on products in competitor’s banks. Making monthly & yearly reports shows how many customers are interested in NBAD products. Maintain professional work relationships with colleagues, supervisor and manager. Check that courier file that have been saved and updated by team leader. Check randomly on credit card payments has been loaded and valid on the system. Make a detailed report for advertising campaigns if any. Maintain and exceed operational target for any given KPI. Monitoring compliance with requirements. Provide key information to managers on methods on maintaining achieving and excelling operation target set for a given KPI. Monitoring peers implementation of agreed action items. Analyse KPI results Show less

 Handling assigned calls from the Agent where necessary. Ensures customer interactions are in line with SLAs. Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service Team work/Spirit Ensure that sub department functions offers world-class Customer Service at all times Assist in ensuring all quality standards are met Assist in reporting on and monitor KPI’s and SLA’s Develop and… Show more  Handling assigned calls from the Agent where necessary. Ensures customer interactions are in line with SLAs. Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service Team work/Spirit Ensure that sub department functions offers world-class Customer Service at all times Assist in ensuring all quality standards are met Assist in reporting on and monitor KPI’s and SLA’s Develop and deliver areas of process improvement Able to handle Technical inquiries broadband devices and all repeaters, handsets and different operating systems for Voice and Data beyond the known trouble shooting steps and to resolve more profound problems for Business, Consumers prepaid and post-paid Forward the queries/complaints via e-mail to the Call Centre Supervisor for the appropriate action. Receive the activation/ blocking/ reissuing requests from Card Centre Egypt, Access PRIME and activate/block Cards then send an e-mail to CCU copy marked to Supervisor confirming the action taken then save it on a daily action folder.  Inform the customer with his statement upon request after making full verification of customer data. Follow-up of daily payments (customer-initiated and standing instructions) for credit cards. Prepare overdue reports Monthly statement for Credit Card & send to Supervisor. Check on IVR system randomly to make sure that it works properly. Make monthly quiz. Show less

 Training the new comers working in Branches & the Call Center. Preparing training material based on previous study & research on certain issues like market, our competitors, customer complaints, how to reach the customer satisfaction, the product knowledge & other issues. Making refreshment for the whole stuff in Customer service, sales skills & product knowledge through monthly quizzes followed by meeting discussing the quiz results. Hearing & qualify the agent call, analyze… Show more  Training the new comers working in Branches & the Call Center. Preparing training material based on previous study & research on certain issues like market, our competitors, customer complaints, how to reach the customer satisfaction, the product knowledge & other issues. Making refreshment for the whole stuff in Customer service, sales skills & product knowledge through monthly quizzes followed by meeting discussing the quiz results. Hearing & qualify the agent call, analyze it then discuss it with each agent in weekly meeting. Apply and implement the service quality in handling customers’ inquires and complaints in a friendly and efficient manner targeting customers’ renewal. Show less

 Support my team in any work trouble the may face during the working day. Helping my team by making calls with them (during the rush hours) to keep up the service level. Setting the Retention script as a manual for new agents & train them. Qualifying the agent call, then discuss the weakness with them. Discuss weekly, monthly appraisal with each agent individually to know the weakness points & support it in the weekly, monthly meeting. Developing my replacement in case… Show more  Support my team in any work trouble the may face during the working day. Helping my team by making calls with them (during the rush hours) to keep up the service level. Setting the Retention script as a manual for new agents & train them. Qualifying the agent call, then discuss the weakness with them. Discuss weekly, monthly appraisal with each agent individually to know the weakness points & support it in the weekly, monthly meeting. Developing my replacement in case I am off Reporting to the call center supervisor. Splitting Data for agents. Collecting the agent productivity & making the daily, weekly & monthly reports based on the used data & the number of calls for each agent. Making weekly & monthly appraisal for each agent based on daily reports & monitoring procedures. Handling the customer’s problems with the related department or branches in order to reach the Customer satisfaction. Follow up with branches & customers to send the runners & complete the selling process. Extracting the wrong numbers from the daily reports & send it to the branches to be updated. Preparing attendance. Show less

 Preparing surveys on the most frequent problems that cause customer’s dissatisfaction. Handling customer inquiries and complains in friendly efficient manner. Informing customers with the recent promotions.