Drive and achieve key performance indicators for the Contact Centre, including service levels, mails pending rates, call quality, cross-selling, as outlined in the business plan
Monitor and evaluate agent performance, providing learning and coaching opportunities, and taking corrective action when necessary
Prepare reports and analyze data to assist management in determining Contact Centre goals
Ensure agents understand and comply with all Contact Centre objectives, performance standards, and policies
Ensure staff adhere to operational activities and maintain smooth Contact Centre processes within the required SLAs, minimizing errors
Suggest improvements to streamline processes & introduce new initiatives to enhance cross-selling and performance
Drive motivation and enhance product knowledge among agents to improve quality
Asst Mgr-Cards Business Develpmt & Portfolio Mgt at Hatton National Bank PLCAsst Mgr-Cards Business Develpmt & Portfolio Mgt at Hatton National Bank PLC