Team Leader Contact Centre - Abu Dhabi Emiratized Role

JOB PURPOSE:Responsible for handling a team of CSRs 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 CSRs 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 CSRs mentor staff provide coaching and motivational assistance. Continuously review work processes for improvement and effective supervision is offeredKEY 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 onthejob training and constructive feedback to assigned team to support their overall development.Promote the organisations values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. orProvide 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 organisations 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 costeffective service.Continuous ImprovementParticipate in the identification of opportunities for continuous improvement and sustainability of systems processes and practices considering global standards productivity improvement and cost reduction.ReportingPrepare sectional statements and reports timely and accurately to meet FAB and department requirements policies and quality standardsJob Context:Specific Job AccountabilityHandle a team of CSRs providing 24/7 customer support to the Bank customersMaintaining service level as per SLAReports at Individual/Team/Site Level on Daily/Weekly and Monthly baselineConduct 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 roleMinimum Qualifications:Bachelors degreeMinimum Experience:3 years relevant experience in customer service / Contact CentreKnowledge Skills and Attributes:Customer ServiceProduct KnowledgeQuality FocusProblem SolvingMarket KnowledgeDocumentation SkillsListeningPhone SkillsResolving ConflictAnalyzing InformationMultitaskingExcellent communication skill in English & ArabicRemote Work :NoEmployment Type :Fulltime#J-18808-Ljbffr