• Participates in design of call monitoring formats and quality standards.• Performs call monitoring.• Participate in continuous quality improvement initiatives.• Manage the performance of call center agents.• Provides feedback to call center managers.

• Handle customer’s inquiries & requests completely and accurately• Resolve customer complaints and issues if possible at first call to the satisfaction of the customer and accurately enter customer data and other relevant information into the CC’s CRM as required• Maintain call duration within agreed limits and meets KPIs• Fully supervise the performance of the agents in the shifts under their control by monitoring the agreed KPIs and coordinate meeting them -Ensure that all agents are working smoothly without any technical issues--Monitor agents overall performance and adherence to work schedule- Handle hard calls- Prepare agents replacements –Prepare operational reports• Participate in individual and team training/ meetings in order to ensure that knowledge of Bank’s products & services and of the Call Center’s procedures is up-to-date and accepts guidance -eager to learn - acquire new skills and applies principles of verbal and non-verbal communication with customer, colleagues and managers• Willingness to lead the way for others. Commitment to share knowledge with others. Ability to delegate, empower and support staff. Risk-taking with ownership and commitment to vision /objectives.

• Handles customer inquiries & requests completely and accurately.• Optimizes the opportunity of each customer contact and offer excellent service.• Adheres to the call script to ensure consistency of service rendered to the customer as well as maintain the call duration within agreed limits + meet KPIs and accurately enter customer data and other relevant information into the CC’s CRM as required.• Resolves customer complaints and issues if possible at first call to the satisfaction of the customer.• Alerts the team leader of complaints or issues that require escalation to the responsible departments for complete resolution.• Participates in individual and team training/ meetings in order to ensure that knowledge of Bank’s products & services and of the Call Center’s procedures is up-to-date.