piuswalelah

• Leadership and Supervision. • Oversee the day-to-day activities and operations of the Contact Centre. • Coach, mentor and develop Contact Centre agents • Monitor and report on the productivity of contact center staff Prop • Manage coaching & quality for call center officers. • Propagate a culture of customer care, professionalism, agility and innovation

- Updating, and preparing performance reports for, the Call Centre Team Leader. - Provide escalation support. - Assigning employee work shifts and schedule work tasks. - Distribute reports to the appropriate personnel. - Promoting the supportive image of the company in every way possible. - Responding to social media accounts. - Helping call center employees to meet daily operational goals.

- Log in to Avaya CTI System, Real Time Processing System (RTPS), CMS, Branch power/ BFUB,CRM, Loan track, M Coop Cash System and Retail Internet Banking System to aid client queries. - Handle customer calls as per bank stipulated standard. - Updating customer complaints via Customer Relationship Management. - Identify customers’ needs and sell benefits. - Calmly deal with often challenging issues in customer complaints department - Resolve any customer grievances and provide solutions accordingly - Escalate calls to relevant departments when required