Experience

SABB

• Saudi Arabia
• Banking
• 700 & Above Employee

• Contact Center Senior Manager

  • Jul 2022 - Present

• Contact Center Senior Manager at SABB

  • Jul 2022 - Jul 2022

• Contact Center Manager

  • Dec 2016 - Jul 2022

  1- Planning, developing and managing the overall Contact Center operations and strategy to ensure that all services provided to the customers meet the required service standards.2- Providing a regular and comprehensive reports/feedback to the management in order to improve the current processes and procedures.3- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.4- Ensure that contact center representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.5- Tracking, measuring and reporting of the overall call-canter productivity and efficiency.6- Ensure system and process functionality and productivity and manage the staff and work closely with other departments for better performance and improve service quality.7- Analyze the contact centre metrics to ensure that the staff meet goals and provide reliable, efficient support for customers.8- Observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing.9- Assisting other departments in identifying trends and establishing call center goals.

• Contact Center Officer

  • May 2012 - Dec 2016

• Contact Center Supervisor

  • Apr 2007 - May 2012

• Contact Center Agent

  • Jan 2006 - Apr 2007