Specialist- Contact Centre Technology

Company Description

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

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 at a top company in an exciting and dynamic industry.

Job Description

To lead Project handling of Contact Center by raising IT requirements, designing new processes and features within the CRM and IVR channel. To provide efficient solutions to increase Productivity, First Call Resolution, and increase Net Promoter Score. Service migration to self-service channels and enabling automation to tasks and processes thus improving team productivity and reducing human errors.

To manage day-to-day operations of all direct banking channels activities. As an IVR Channel Owner, one needs to have an astute knowledge of the working dynamics of IVR technologies and ensure the Self-service proposition is kept at par with the demands of the Contact Centre Business by employing new strategies and solutions that increase Digital Migration.

To be the first line of support for all Avaya and telecom-related issues and work with respective IT stakeholders to ensure smooth functioning of Contact Center telephony apparatus.

Supervise work assigned to the team and 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.

Lead the team in identifying potential areas of improvement and opportunities to streamline tasks by introducing system automation to increase operational efficiency.

To enable STP processes for service handling to reduce fulfilment timeliness for an enhanced customer experience.

In-depth understanding of contact centre requirements and work closely with the operations team to formalize and author Project BRDs and improvement requirements effectively manage and improve the technology offering at the contact centre.

Review and sign off the Functional Service Document (FSD), Technical Solution Architectures for BRDs raised and ensure a successful end-to-end implementation.

Efficiently plan and execute UAT with close coordination with IT partners to ensure a successful and steadfast implementation of technology solutions.

Closely monitor technology implementations post Go LIVE to ensure smooth production rollout on Project requirements and change requests.

To monitor daily transactions performed over the channels and their reconciliation and fulfilment with service providers.

To supervise and ensure channel-related customer complaints and service requests are completed within TAT specified.

To monitor and execute fulfilment requirements as agreed with SLA laid down by customer experience with agreed service standards.

To monitor all Contact Centre applications and perform daily checks for issues and work with IT stakeholders to resolve the issue and avoid large scale customer impact.

To perform daily checks on all Contact Center IVR Lines and ensure that all services are functioning optimally.

To work towards migrating services from a human-assisted to the AI-based Virtual Agent self-service.

To check for any Avaya Systems/extension related issue and be the first line of support to address and fix any issues with Soft Phones/Hard Phones resolved by liaising with IT support teams.

Monitor UAT test execution cases and plan for change requests and resolution closely with the IT department for fulfilment.

Enhance Customer Relationship Management (CRM) solution for the Bank.

To supervise the team on productivity standards, Quality Assurance and meet turnaround time.

To review Standard Operational Procedures (SOPs) prepared by the team.

Prepare MIS, meet performance standards and overall team achievements.

To establish relationships with clients, senior management, and work closely and cordially across all departments.

To monitor proof of GL Internal accounts and supervise internal service provider accounts.

To ensure the team manages broadcast SMS and Emails for the Bank and takes ownership in coordination with the marketing department.

Qualifications

Minimum Qualification

Minimum Bachelor’s degree, commercial and technical qualifications, and experience required for performing the full duties of the job.

Minimum Experience

Graduate with 2 years’ experience within the customer service industry.
General Banking experience with sound operational understanding is mandatory.
Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
Business experience on Call Centre, IVR, and CRM, internet and mobile banking.
Familiar with MS Office, advanced Excel, and good in number crunching and analysis.
Strong analytical skills and business logic.