Manager- Contact Centre Operations Emiratized Role

JOB PURPOSE:

Responsible for handling a team of CSRs providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA and display the right standards of customer satisfaction practices by staying focused on the productivity of CSRs through customer service and upselling. Strong comprehension skills and solutions-focused to provide intensive coaching to new staff on products and systems while developing existing CSRs, mentoring staff, and providing coaching and motivational assistance. Continuously review work processes for improvement and ensure effective supervision is offered.

KEY ACCOUNTABILITIES:

1. Team Supervision (only for Team leaders and supervisors)
   Organize and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out efficiently and consistently with operating procedures and policy.
2. Provide on-the-job training and constructive feedback to the assigned team to support their overall development.
3. Promote the organization's values and ethics in all activities within the team to support the establishment of a value-driven culture within the bank.
4. Provide guidance and on-the-job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks efficiently.
5. Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with approved guidelines while promptly reporting any variances to management.
6. Provide inputs and implement policies, systems, and procedures for the assigned team to ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service.
7. Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
8. Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies, and quality standards.

Job Context:

Specific Job Accountability

1. Handle a team of CSRs providing 24/7 customer support to the Bank customers.
2. Maintain service levels as per SLA.
3. Generate reports at Individual/Team/Site Level on a Daily/Weekly and Monthly basis.
4. Conduct quality call evaluations for the center.
5. Enthusiastically manage the development of the team by ensuring they receive adequate counseling, coaching, and training, and encourage personal development.
6. Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap-up time, and SLA.
7. Supervise both the morning and evening shifts on a rotational basis.
8. Supervise processes and instructions handled by agents on a day-to-day basis.
9. Handle difficult complaints or customers during escalations by an agent.
10. Ensure operational controls are always maintained and the department complies with internal policies and regulations.
11. Supervise the 24 hours, 365 days a year shift operation of the call center.
12. Offer ongoing coaching and assistance to agents to enhance their product knowledge and service continuously.
13. Conduct training programs and link with post-evaluation programs.
14. Encourage team spirit.
15. Promote staff motivational programs in the form of rewards and recognition.
16. Ensure all agents are on their shifts on time.
17. Monitor sales performance and lead generation per staff.
18. Promote cross-selling and sales achievements by target per agent.
19. Conduct monthly appraisals for team members.
20. Recommend and advise actions/feedback to improve customer experience and NPS of contact center service.
21. Recommend training needs and additional quality controls relevant to the role.

Qualifications :

Minimum Qualifications:

Bachelor's degree.

Minimum Experience:

3 years of relevant experience in customer service / Contact Centre.

Knowledge, Skills, and Attributes:

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multitasking.

Excellent communication skills in English & Arabic.

Remote Work : No

Employment Type : Fulltime