My responsibility is to analyze customer calls at VALU contact centerMonitor agent status in real-time and take action to keep workforce utilization optimal Track and compare forecasted and actual center statistics. Evaluate adherence and take action to improve performance. Collecting and disseminating data reports according to use. Using spreadsheets and report to improve reporting efficiency, provide streamline reporting and help improve data analysis. Assist with projects and other duties as requested or assigned.

My responsibility is to analyze customer calls at the NBE contact center related to complaints and requests. I focus on identifying the reasons for the repetition of each type, comparing the data with that of the last three months, and determining how these factors have contributed to the failure to achieve our main targets. I then report the trends and results to top management to help them make informed decisionsAdditional Responsibilities: Working on the Business Requirements Document (BRD).Participating in User Acceptance Testing (UAT).Collaborating with all departments on discussions related to any new CRM projects before they are published

-Manage call volume, daily attendance, and program break schedules -Manage non-productive time request process, ensuring activities are planned without impacting SLAs -Monitor agent status in real-time and take action to keep workforce utilization optimal -Responsible for achievement of schedule adherence, utilization & occupancy targets-Monitor and analyze key performance indicators and trends to forecast, reschedule, and adjust staffing levels. -Track and compare forecasted and actual center statistics. -Evaluate adherence and take action to improve performance. -Collecting and disseminating data reports according to use. -Produce daily, weekly, and monthly internal and external reports, accurately and timely. -Using spreadsheets and/or build Power BI report to improve reporting efficiency, provide streamline reporting and help improve data analysis. -Create & maintain up-to-date work instructions and processes as per standards. -Work closely with the operations team to analyze and help improve their service delivery performance -Ensure Ops team members are correctly mapped on ADA -Assist with projects and other duties as requested or assigned

I receive customer calls, greet them, answer all their inquiries, and submit their requests and complaints about any product at NBE. For example, I handle inquiries regarding all account types, cards, loans, certificates, and services. I manage customers in a friendly manner, aiming to satisfy them by addressing their concerns and providing assistance to resolve any issues.I also strive to demonstrate genuine concern for the customer, ensuring that no action harms them.

Ensure that the employees perform a variety of tasks, including preparing food, stocking supplies, serving customers, processing payments, handling cash, credit cards, and operating the cash register. Additionally, they should clean tables and counters, reset tables, greet customers, and answer their questions.

It involves selling, restocking, and merchandising. Welcome customers by greeting them and offering assistance. Advise customers by providing information on products, and contribute to team efforts by accomplishing related tasks as needed.

Responsible for refining and editing designs in preparation for printing. Create banners, flyers, brochures, business cards, and other printed materials, and deliver them to clients.