Specialist - Call Center

Job Objective

Assist with call centre activities, including managing databases, receiving and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner as prescribed. Assist with follow up actions and responses to internal and external clients. Assist in managing day to day call centre workflow ensuring service of excellence to all clients.

Key Responsibilities/Duties

1. Strategy and Planning
   
   • Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA’s overall policies and procedures.
   • Assist in the development, implementation, and update of the section’s strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector’s strategy and objectives, and ADAA’s mission and vision.
   • Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
2. Operations
   
   • Assist in receiving, logging and directing calls in the correct category as per department process and as instructed.
   • Ensure best practices and standards are followed and applied.
   • Assist in developing a customer database using ADAA systems and processes as instructed.
   • Continuously update customer database and records on ADAA systems as instructed.
   • Manage the communication process and its improvements as instructed.
   • Respond to customer queries in an accurate and timely manner as per ADAA policy and procedures and as instructed.
   • Develop and maintain call centre service standards for communicating with internal and external customers as instructed.
   • Follow up on the status of customer requests and queries raised as instructed.
   • Develop reports and presentations for updates on all initiatives and progress on KPI’s to present to management as instructed and required.
   • Carry out any other tasks and activities assigned by the leadership and as instructed.
3. Talent Management and Development
   
   • Ensure completion of required trainings and certification programs to keep current with job requirements and ensure continuous performance improvements.
   • Obtain timely performance review assessments for midyear and annual performance review and ensure to meet the set KPIs.
   • Keep current with updated information relevant to the role to ensure standard performance level is achieved.
   • Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance.
   • Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.
4. Corporate
   
   • Ensure adherence and compliance with all ADAA corporate policies, procedures and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
   • Prepare section’s related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness and accuracy of information.
   • Retain, document, preserve, and archive section’s related physical and electronic records in accordance with relevant policies and procedures.
   • Respond to any section related queries and provide required support to relevant ADAA’s organizational units and employees as and when required.
   • Utilize relevant technologies used within ADAA to optimize work efficiency.
   • Demonstrate compliance with ADAA’s values, Code of Business Conduct and ethics at all times to support the establishment of a value driven culture within the Authority.
   • Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
   • Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements, and quality standards.
   • Co-operate in the implementation of the relevant health and safety legislation, policies and procedures, in the performance of duties.
5. General
   
   • The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
   • The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee’s Individual Development Plan.
   • Perform the task and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
   • Ensure teamwork, collaboration, and dedication in performing duties.
   • Execute any other task and activities as per the leadership directions.

• Academic Qualifications: Bachelors in relevant subject area
• Professional Experience: 2 – 6 years of relevant experience
• Language Proficiency: Proficiency in Arabic and English

• Professional Certifications