Contact Center Head
Gulf International Bank
Total years of experience :12 years, 10 Months
❖ Prepare annual business plan for internal contact center addressing capacity,
performance and quality issues together with staffing forecast.
❖ Prepare and modify strategy of delivering contact center services to retail customers
including role of outsourcing and budget requirements for outsourced services.
❖ Set targets for internal and outsourced contact center regarding quality, performance
and other relevant subjects; continuous monitoring of target achievement and
completion statement.
❖ Implement and manage internal processes to achieve high efficiency and utilization of
resources.
❖ Motivate the contact center staff and align with the business goals; endorsing
appropriate level of product and system knowledge among contact center employees.
❖ Manage, monitor and develop competences of reporting managers and employees.
❖ In co-operation with bank’s HR department design, implement and communicate the
transparent system of career opportunities for contact center staff.
❖ Provide effective communication both top-down and bottom-up within contact
center.
❖ Co-operate with digital bank unit in the implementation of processes and procedures
enhancing competitiveness off retail digital proposition.
❖ Oversee the preparation of statistical and management reports such as (Average
handling time reports - first call resolution reports - weekly interaction of all
channels) according to prescribed schedules so that all relevant parties are assured of
the integrity of transactions and to facilitate decision making.
❖ Ensure all Contact Center policies, processes, product and practices are complied with
the central bank guidelines, legal, regulatory and other requirements.
Determine the Contact Centre quality metrics by studying inbound, outbound interactions and customer service presentations; conduct test calls agents on new products/services.
Set up and design the interactions monitoring formats and quality standards for all channels
Set up, measure, and monitor the CC Customer Satisfaction Index as per the established rules and pre-set service quality components.
Ensure accuracy of information and quality of delivery, standardize the reporting mechanism, identify trends, opportunities, risks, issues, areas of improvements, and recommend solutions.
Provides dept., team & individual scorecard production and monitoring and evaluate CC approaches by rating effectiveness of agents, providing quality ratings’ and identifying training needs.
Use quality monitoring data management system to compile and track performance at team and individual level.
Create and maintain the Contact Center Policy & Procedures, amend as needed, and institutionalize the amendments.
In charge of all Contact Centre SLA’s with other departments and set escalation levels and standards as deemed necessary.
Participate in designing and implementing incentive schemes programs.
Produce operational reports and conduct frequent quality assurance audits of Call Center staff
Provides the effective support mechanism and ownership along with the Agent Development officer for optimized call quality program including performance management and boost based coaching.
Analyses the performance of the various functions of the Contact Centre and analyses these against KPIs and SLAs.
Contributes to the day-to-day operation and effective coordination and collaboration within the Contact Centre.
Monitor, manage and report Telephony systems & IVR availability.
Initiate, manage and follow up system Change Request as per the agreed SLA’s with IT department.
Design and optimize Contact Centre CRM and other systems processes, workflows and knowledge management for end-to-end customer relationship.
Work towards integrating back-end systems (Cortex, Genesys, AFS, etc.) with the front-end system (CRM) to minimize number of agent screen interactions.
Develop and manage the IVR Call Tree to ensure best in class self-service for specific customer inquiries.
Enhance agents’ operational efficiency and productivity through creating Customer Self-service functionalities.
Establish, communicate and coordinate the Business Continuity plan and disaster recovery for the Contact Center.
Act as liaison between Contact Center and IT and be the departmental business support for specific technological equipment.
Connect technology platforms and communication channels into one solution that enable Contact Center to deliver consistent customer experience across channels, while customers the choice of channel that best suits its needs.
* Produce operational reports and conduct frequent quality assurance audit of call center staff.
* Assess department needs and mange the development of call center policies and procedures.
* Coordinates with IT in maintaining and make systems changes as necessary based on business requirements.
* Manages Agents and team leaders and responsible for overall direction, coordination, planing, assigning and directing work.
* Responsible for annual employee reviews and evaluation for contact center agents and team leader.
* Train staff on new systems as well as new products and services offered by the bank.
* Analyze call center statistical metrics and reports, identified areas to improve, implement measures that improved service level and achieved department objectives.
1-Prepared and reviewed the contact center process, and procedure for the retail head approval.
2-Prepared a knowledge base document to be a reference for the contact center and the branches employees.
3-Maintains and improves command center operations by monitoring systems and agents’ performance.
4-Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
1-Responsible for all the contact center systems testing (IWS, Brio, GQM, WFM, CRM Call Recording and CCPulse).
2-Support the business requirements for the provision of system testing services.
3-Undertake all systems test related activities in support of the business requirements for the provision of new and updated systems.
4-Undertake functional and integration testing, and liaison with third-party suppliers to ensure appropriate test coverage in a daily meeting.
5-Ensure that test scenarios and scripts are prepared in a structured way, and make sure to cover any gap between the business requirement and the test script.
6-Coordinate, retesting of defects and issues.
7-Confirm Business Objectives are met.
8-Ensuring that the application behaves exactly as expected.
1-In charge of opening accounts for bank clients.
2-Recommends potential products or services to potential customers based on their needs.
3-Contributes to team effort by achieving and exceed expected results.
3-Resolve customer complaints in branch or via phone email to insure customer’s satisfactions.
Completing a 28 weeks CO-OP program within the company.
Account Payable
Account Receivable.
Taxation.
Bachelor degree in Finance from KFUPM