Team Leader - Contact Center - Al Ain

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. 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 a top company, in an exciting & dynamic industry.

Job Purpose

Responsible for handling a team of CSR’s providing 24 / 7 customer support to the existing customers / new prospects, monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR’s through customer service and up selling. Strong comprehension skills and solutions focused to provide intensive coaching to new staff on products & systems at the same time develop existing CSR’s, mentor staff, provide coaching and motivational assistance. Continuously review work processes for improvement and effective supervision is offered.

Key Accountabilities

• Team Supervision (only for Team leaders and supervisors) : Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.
• Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
• Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
• Budgeting and Financial Performance : Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
• Policies, Systems, Processes & Procedures : Provide inputs and implement policies, systems and procedures for the assigned team so that all relevant procedural / legislative requirements are fulfilled while delivering a quality, cost-effective service. Continuous Improvement : Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Reporting : Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.

Specific Job Accountability

Frameworks, Boundaries, & Decision Making Authority

Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks. Authorized to take decisions as per the approved authorization matrix.

Qualifications

Minimum Qualifications : Bachelor’s degree

Minimum Experience : 3 years relevant experience in customer service / Contact Centre. Should hold valid UAE National family book (Mandatory).

Knowledge, Skills, And Attributes : Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking. Excellent communication skill in English & Arabic

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