Job Purpose:

Leads, Organizes and supervises the call center agents (officers and representatives). Monitors and controls the operational and behavioral parameters of individuals to ensure efficient operation with minimal call-waiting, abandon calls and average talk time. Also, ensure courteous and consistently high customer satisfaction level. Deals with unresolved / escalated issues. Ensure compliance with the prescribed operating procedures, business processes and quality standards. Preparing staff schedules to ensure continuity in contact center service operations and ultimate traffic coverage. Help the call center agents to achieve desired objectives. Review the significant and critical shift events maintain the call center service level

Key Accountabilities :

• Monitors the call center team members attendance & punctuality behavioral parameters (courtesy, tact and discipline), and operational efficiency measures (call waiting, calls handled, Average talk time, speed, product knowledge and sales targets).
• Prepares reviews and implement staff schedules through proper forecasting and traffic prediction. Control shifts, extra working hours requirements and holiday duty deployment of stage to meet exigencies and ensure continuity of operations.
• Highlights and reviews with the shifts supervisors the abnormal and significant shift events; resolve issues and concerns; continuously review the operational practices in order to ensure compliance with standards, procedures and guidelines.
• Develop CSRs knowledge and enhance their competence and performance through proper feedback, guidance and support.
• Handle complex and escalated incoming calls as required and takes charge of difficult customers and complex issues.
• Support team members in term of developing their skills and achieving their preset targets.
• Collects, reviews and follow up on daily activities reports of the team members; guides in resolving complex/major/over-due enquiries complaints/requests and liaises are required with the concerned unites /divisions.
• Carries out special analysis and investigation on operational issues as required by superior and recommend ways to resolve day-to-day matters
• Work as a team an active team player by engorging team members to achieve high results and keeping them updated with required information/knowledge and equip them with right tools.
• Keeps continuous liaison with the concerned departments / divisions in order to refer and follow up on inquiries/requests/complaints.
• Maintains reviews, follow up on the shift events/records, and generate routine and specific reports and statistics for review by superior.
• Define problems, collects data, establish facts and draw valid conclusions. Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.

• Prepares reviews and implement staff schedules through proper forecasting and traffic prediction , control shifts extra working hours requirement and holiday duty deployment of stage to meet exigencies and ensure continuity of operations.

• Work as a team an active team player by engorging team members to achieve high results and keep them with required information.
• Handle complex and escalated incoming calls as required and takes charge of difficult customers and complex issues.
• Support team members in tern of developing their skills and achieving their objectives.

Consumer Protection :

• Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

• The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices.

Qualifications & Experience:

• Minimum Qualifications -Bachelor or Diploma or post-Higher secondary Qualification with formal / in house training in contact center operations
• Minimum Experience - 3 years' experience in handling customer queries/complaints frequents in preferably banking industry or in handling customer-relations in a service industry. Minimum 1 year of supervisory experience of leading a team
• Computers/ Systems / Software Skills - PC skills and familiarity with MS office packages
• Languages - Fluency in spoken and written English. Proficiency in Arabic preferred.