Team Leader – Contact Center – UAE National – Commercial Bank of Dubai

JOB PURPOSE
• To manage day-to-day operations of the Contact Centre to ensure that all Contact Centre Agents activities are managed and directed efficiently to meet the required service standards & provide management with regular & comprehensive reports / feedback and deliver superior services to existing and potential customers.
PRINCIPAL ACCOUNTABILITIES
Work Management
• Delivery of Team Key Performance Indicators.
• Increasing agents’ productivity by following Contact Centre productivity standards.
• Operational management of team & shifts scheduling.
• Working as Contact Centre Agent at the time of crisis and high calls volume.
• Cross selling & maximizing converting incoming calls to business opportunities.
• Review all daily/weekly/monthly agents reports and taking all required corrective actions.
• Accurate and timely MIS & feedback reporting.
• Team training, development, coaching & counselling.
• Calls monitoring, quality assurance, scripting and complaints ‘handling & problems’ resolution.
• Follow up customers’ requests & deliver as promised.
• Ensure strict adherence to laid down procedures to avoid delay, errors, irregularities and risks to improve service standards on continuous basis to support the Bank’s quality initiatives and to improve customer satisfaction.
• Ensure strict compliance to all policies, procedures and security measurements to control risk and save bank interest and assets and all complaints and problems are handled and solved appropriately.
• Maintains statistics on work activities and brings to the attention of the Head of Retail, Attijari Al Islami, any patterns of particular interest.
• Ensure to comply with the audit requirements, internal and external reporting obligations etc. in line with the policy guidelines, to ensure high standards of uniformity and consistency across the Bank.

Job Details

Date Posted: 2017-10-11
Job Location: Sharjah, United Arab Emirates
Job Role: Customer Service and Call Center
Company Industry: Banking

Preferred Candidate

Career Level: Mid Career
Nationality: United Arab Emirates
Degree: Bachelor's degree

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