Experience as Assistant Manager Call Center Operations

• Employer

  HABIB BANK LTD

• From

  02 April 2013

• To

  07 August 2017

• Detail

  • Manage a team of call center agents.
  • Manage by walking around. Be visible to answer questions.
  • Take calls that your agents can't handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback
  • Perform at least one monitoring evaluation with each agent every two weeks
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
  

Experience as Assistant Manager Complaint Cell

• Employer

• From

  07 August 2017

• To

  16 December 2019

• Detail

  • Ensure 100% compliance to all SBP/Internal on Complaint Management.
  • Responsible to meet internal service standards designed by Customer Experience, to ensure effective follow-up and proper escalation matrix followed on high ageing complaints.
  • Responsible to maintain 90% overall complaint closure timeliness at the month end.
  • Responsible to share root-cause analysis of complaints registered during a month with the senior committee members on monthly basis.
  • To ensure training and grooming of staff with a view towards enhancing skill sets and facilitating career progression.
  • Perform additional duties in line with the current role, as and when requested by the Head- Complaint Management Unit.
  • Contribute to the identification of opportunities for continuous improvement of systems, processes and practices within the function; taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
  • Own the Risk Control Assessment exercise for CMU.
  • Own all CMU related audit results (internal and external) by addressing gaps identified in tandem with relevant stakeholders.
  • Ensure comprehensive, strategic MIS is formulated and circulated regularly to teamwork effective management overview of complaint.
  • Establish and maintain proper complaint closure, data consolidation and integrity protocol among the team