GRADE: 8
BAND:
Senior Professionals & Professionals
DEPARTMENT:
Operations
LINE OF BUSINESS:
Raya Contact Center
REPORTING TO:
Account Manager
KEY RESPONSIBILITIES:
Supervises/manages activities and performance of the Account Advisors
Handles Account Advisors needed for on-job training and coaching
Monitors transactions to ensure that QA standards are met
Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
Manages difficult calls by acting as first line of escalation
Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
Adheres to all schedules (Advisors / operations / Monitoring)
Carries out annual performance assessment of team members (Account Advisors and Senior Account
Advisors)
Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and
maintain even distribution
Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to
increase Advisors efficiency with required SLA’s and occupancy targets
Logs and acts on client’s requests
Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
Ensures that end-user privacy policies are properly implemented
Ensures that Team members adhere to RCC policies
Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time
in accordance to the plan.
Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and
quality in service delivery and provide value added to clients.
Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding
the failed area and take the correct action according to the company policies.
Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
INTERPERSONAL SKILLS: Result Orientation - Building network - Customer centricity - Coaching and monitoring
TECHNICAL SKILLS: Operational awareness - Coaching and monitoring - Quality Focus
PROFESSIONAL
EXPERIENCE: 6 months - Banking Experience
EDUCATIONAL
BACKGROUND:
Bachelor Degree (Preferably in Banking or Business Administration)
