• Manages and assure effective operation for the Mass Banking Call Center, Priority Banking Call Center, the Operations Team (Service Requests) & Virtual Tellers Team (ITM Team).
• Establish the overall framework for the call center inbound team (Priority Banking Call Center / Mass Banking Call Center / ITM Video Call Center and Back Office Operations) activities in line with the CRC objectives and targets.
• Determines the call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identifying and evaluating state-of-the-art technologies and defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks, user interfaces, developing and executing user acceptance test plans, planning and controlling implementations.
• Managing system and process improvement and quality assurance programs.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies.
• Setting and meeting performance targets for speed, efficiency, sales and quality.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  

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