Specialist- Contact Centre Technology

Company Description

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting and dynamic industry.

Job Description

To lead project handling of the Contact Center by raising IT requirements, designing new processes and features within the CRM and IVR channels. Provide efficient solutions to increase productivity, First Call Resolution, and Net Promoter Score. Migrate services to self-service channels and enable automation to tasks and processes, thus improving team productivity and reducing human errors. Manage day-to-day operations of all direct banking channel activities as an IVR Channel Owner, possessing astute knowledge of IVR technologies and ensuring the self-service proposition meets the demands of the Contact Center business by employing new strategies and solutions that increase digital migration.

Be the first line of support for all Avaya and telecom-related issues and work with respective IT stakeholders to ensure smooth functioning of Contact Center telephony apparatus. Supervise work assigned to the team and ensure all work within a specific area of activity is carried out efficiently and consistently with operating procedures and policy.

Lead the team in identifying potential areas for improvement and opportunities to streamline tasks by introducing system automation to increase operational efficiency. Enable STP processes for service handling to reduce fulfillment timeliness for an enhanced customer experience. Have an in-depth understanding of contact center requirements and work closely with the operations team to formalize and author Project BRDs and improvement requirements, effectively managing and improving the technology offering at the contact center.

Review and sign off on the Functional Service Document (FSD) and Technical Solution Architectures for BRDs raised, ensuring successful end-to-end implementation. Efficiently plan and execute UAT in close coordination with IT partners to ensure a successful and steadfast implementation of technology solutions. Closely monitor technology implementations post-go-live to ensure smooth production rollout on project requirements and change requests.

Monitor daily transactions performed over the channels and reconcile and fulfill them with service providers. Supervise and ensure channel-related customer complaints and service requests are completed within specified TAT. Monitor and execute fulfillment requirements as agreed with SLA laid down by customer experience with agreed service standards. Monitor all Contact Center applications, perform daily checks for issues, and work with IT stakeholders to resolve issues and avoid large-scale customer impact.

Perform daily checks on all Contact Center IVR lines to ensure all services are functioning optimally. Work towards migrating services from human-assisted to AI-based Virtual Agent self-service. Address and fix any Avaya Systems / extension-related issues and be the first line of support for Soft Phones / Hard Phones by liaising with IT support teams. Monitor UAT test execution cases, plan for change requests, and plan for resolution closely with the IT department for fulfillment.

Enhance Customer Relationship Management (CRM) solutions for the bank. Supervise the team on productivity standards, quality assurance, and meeting turnaround time. Review Standard Operational Procedures (SOPs) prepared by the team. Prepare MIS, meet performance standards, and overall team achievements. Establish relationships with clients and senior management, working closely and cordially across all departments. Monitor proof of GL internal accounts and supervise internal service provider accounts. Ensure the team manages broadcast SMS and emails for the bank and takes ownership in coordination with the marketing department.

Qualifications

Minimum Bachelor’s degree, commercial and technical qualifications, and experience required for performing the full duties of the job. Graduate with 2 years’ experience within the customer service industry. General banking experience with sound operational understanding is mandatory. Understanding of Contact Centre technology, such as IVR and web, and workflow management software. Business experience in Call Centre, IVR, CRM, internet, and mobile banking. Familiarity with MS Office, advanced Excel, and good in number crunching and analysis. Strong analytical skills and business logic.

Job Location

First Abu Dhabi Bank (FAB) | Business Park Branch, Abu Dhabi

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