Team Leader - Contact Center - Al Ain

Company DescriptionJoin 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 DescriptionJOB PURPOSEResponsible 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 offeredKey AccountabilitiesTeam 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 PerformanceMonitor 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 & ProceduresProvide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service. Continuous ImprovementReportingPrepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.Specific Job AccountabilityHandle a team of CSR’s providing 24/7 customer support to the Bank customersMaintaining service level as per SLAReports at Individual/Team/Site Level on Daily/Weekly and Monthly basisConduct Quality calls evaluation for the centreEnthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal developmentMonitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLASupervise both the morning and evening shifts on rotation shiftsSupervise processes and instructions handled by agents on day to day basisHandle difficult complaints or customers during an escalation by an agentEnsure operational controls are always maintained, and department complies with internal policies and regulationsSupervise the 24 hours, 365 days a year shift operation of the call centreOffer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basisConduct training programs and link with post evaluation programEncourage team spiritPromote staff motivational programs in form reward and recognitionEnsure all agents on their shifts on timeMonitor sales performance and lead generation per staffPromote cross selling and sales achievements by target per agentConduct monthly appraisal for the team membersRecommend and advise actions, feedback to improve customer experience and NPS of contact centre serviceRecommend training needs and additional quality controls relevant to the roleFrameworks, Boundaries, & Decision Making AuthorityFunctions within the framework and boundaries of Group policies as well as overall organizational and governance frameworksAuthorised to take decisions as per the approved authorization matrixQualificationsMinimum QualificationsBachelor’s degreeMinimum Experience3 years relevant experience in customer service / Contact CentreShould hold valid UAE National family book (Mandatory)Knowledge, Skills, And AttributesCustomer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-taskingExcellent communication skill in English & Arabic#J-1