Hasan Mohammad Alkhatib

Accomplished Contact Center Senior Manager with over 15 years of experience leading large-scale customer service operations within the banking industry. Proven expertise in managing multi-channel environments (voice, chat, social media, and digital), driving customer experience excellence, and exceeding targets. Demonstrated success in improving SLA performance, reducing AHT, enhancing CSAT and FCR, and leading high-performing teams through strategic planning and automation.

Contact Center Senior Manager at Bank Al-Etihad (2025-02 – Present)

• Lead strategic and operational management of a multi-channel contact center (voice, social media, digital), ensuring seamless and consistent customer experiences.
• Implement automation and AI-driven solutions, improving efficiency, reducing costs, and enhancing customer journeys.
• Achieve high SLA compliance, increase customer satisfaction (CSAT), and optimize first call resolution (FCR) and average handling time (AHT).
• Partner with senior leadership and IT to align contact center strategy with business goals, supporting digital transformation initiatives.
• Direct workforce planning and resource allocation, maximizing productivity and maintaining high service quality standards.

Contact Center Manager at Bank Al-Etihad (2022-07 – 2025-01)

• Defined KPIs and designed incentive schemes to drive team performance and service quality.
• Collaborated with QA and training teams to ensure comprehensive onboarding and continuous development for agents.
• Coached and motivated contact center team to consistently deliver exceptional customer service.
• Developed strategies to optimize operations, improve customer experience, and meet performance targets.
• Partnered with IT to implement solutions enhancing operational efficiency and service delivery.
• Led goal-setting initiatives to align team objectives with organizational priorities and measurable outcomes.

Contact Center Assistant Manager at Bank Al-Etihad (2018-06 – 2022-06)

• Managed Quality Assurance, Live Chat, and Social Media teams to ensure service excellence and compliance with bank standards.
• Delivered a consistent, high-quality, multi-channel customer experience.

Contact Center Assistant Manager - QA & Training Instructor at Invest Bank (2016-11 – 2017-10)

• Ensure delivery of required quality and efficiency standards as defined by the business team.
• Oversee entry-level training, providing all team members with high product knowledge and ensuring compliance with process changes, system updates, and seasonal promotions.
• Conduct quality counseling and evaluation by monitoring calls and providing on-the-job training to maintain high service standards.
• Prepare and review daily and monthly performance reports, monitoring agent performance, identifying gaps, and taking timely corrective actions.
• Promote team engagement while ensuring compliance with bank policies and procedures.
• Monitor the quality of transactions executed by Contact Centre Representatives to maintain operational excellence.
• Handle complaints and resolve issues promptly, ensuring proper escalation and adherence to turnaround times.
• Capture training outcomes and provide data to facilitate HR training dashboards.
• Support the Contact Centre Manager in executing operational responsibilities and driving team performance.

Regional Contact Center Assistant Manager at Arab Bank (2016-04 – 2016-11)

• Managed the call center centralization project, consolidating operations for improved efficiency and consistency.
• Oversaw staff training, coaching, and performance management across the centralized contact center.
• Directed operational activities and supported business development initiatives within the bank's retail division.
• Ensured KPI targets were met while driving customer service excellence.

Contact Center Team Leader at Arab Bank (2015-08 – 2016-04)

• Managed floor operations, agent scheduling, and performance monitoring to maintain high service standards.
• Monitored call quality, identified training needs, and implemented targeted coaching programs.
• Handled escalated customer cases and ensured effective resolution of complaints.
• Managed multiple call center projects, from business requirements and test cases to UAT and implementation.
• Ensured system performance reliability, reporting issues and preventing recurrence.
• Delivered comprehensive training for new hires and ongoing product/service updates for agents.

Contact Center Team Leader at Arab Bank (2011-09 – 2015-08)

• Coordinated floor management, agent performance monitoring, and break schedules.
• Monitored call quality, conducted training needs analysis, and implemented performance improvement plans.
• Handled complex customer complaints and escalations.
• Led multiple operational and system-related projects to optimize call center efficiency.
• Provided high-level training on products, services, and call handling for all agents.

Contact Center Agent at Arab Bank (2010-04 – 2011-09)

• Delivered comprehensive information on retail banking products and services.
• Resolved customer complaints efficiently and ensured follow-up where necessary.
• Collected customer feedback on existing and new products to support service improvements.
• Conducted upselling and cross-selling of banking products and services.
• Executed customer instructions according to bank policies and procedures.

Travel Center Tours (2009-08 – 2010-04)

BA in Financial Economic – Hashemite University (2004 – 2008)

Jordanian higher education certificate in Scientific Stream – Al-Hussein College (2000)