Team Leader - Contact Centre Inbound

At RAKBANK, we are committed to nurturing a culture of innovation, growth, and excellence. We go beyond being a bank – we are a thriving community fueled by teamwork, advanced solutions, and unwavering standards of governance.

Are you ready to lead, motivate a team, and craft outstanding customer experiences? If you excel in fast-paced environments, enjoy solving problems, and know how to inspire a team to perform at their best, this role is tailored for you!

Join us and be a part of shaping the future of RAKBANK!

What You Will Be Doing

• Lead your team to meet and exceed sales objectives, service expectations, and productivity benchmarks.
• Examine and assess critical metrics such as call/chat volumes, service levels, and customer feedback to enhance efficiency.
• Provide coaching, offer constructive feedback, and recognize potential leaders to elevate your team's performance.
• Take charge of initiatives aimed at boosting digital adoption across all customer interaction channels.
• Handle customer escalations effectively, transforming challenges into opportunities.
• Manage shift schedules, oversee workflows, and ensure compliance with service level agreements.
• Supervise customer service requests, account freezes, and other approvals to uphold procedural accuracy.
• Bridge communication between your team and management, sharing valuable insights and driving progress.
• Support the team’s function as directed by the Head of Compliance Monitoring & Assurance, contributing to the CMA team’s alignment with the bank’s overall strategy.
• Assist in organizing and compiling necessary data and MIS reports for CCO, MCRC, and board committees.
• Explore opportunities to enhance work accuracy and efficiency through data analytics, technology, and automation.

What You Should Have

• A university degree or equivalent qualification.
• 2 to 4 years’ experience in a medium-sized contact center setup.
• UAE National with a family book.

What We Are Looking For

• Strong analytical abilities and excellent interpersonal skills.
• Capability to collaborate effectively with a team or work independently.
• Adaptability to function within a loosely structured environment.

What’s In It for You

• A performance-driven culture with competitive, results-based compensation.
• A workplace that celebrates diversity and inclusion.
• Tailored career development and opportunities for personal growth.
• Collaboration with some of the brightest minds in the industry.