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Ofra Waldman, Head of Operations and Call center Division

Ofra Waldman

Ofra has led for many years the operational activity of Bank Leumi Le-Israel.

Her last role was as an Operational Manager of the Leumi Call Center and

Included: planning and construction of the Call center, selection of  a site, functional design defining work processes , information systems and communication analysis , Characterizing the role definition of the agents, measurements and control (KPI’S),   recruitment of representatives including guidance and training, planning new methods for rewarding and retaining for the agents, ongoing operations and maintenance of the call center including  managing the technical team.

In addition ,Ofra has performed characterization of the work processes and enterprise surveys, Systems development section for organization and Methods ,dealing with banking issues and various logistical issues in the Bank; The role included responsibility for and for industrial engineering and outsourcing work.