Team Lead - Contact Center

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

JOB PURPOSE:

Responsible for handling a team of CSRs providing 24/7 customer support to existing customers/new prospects. Monitor adherence to SLA, 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 & systems while developing existing CSRs, mentoring staff, and providing coaching and motivational assistance. Continuously review work processes for improvement and effective supervision.

KEY ACCOUNTABILITIES:

Team Supervision (only for Team Leaders and Supervisors)

• Organise and supervise the work of the assigned team to ensure efficiency consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to support overall development.
• Promote the organisation's values and ethics in all activities within the team to support a value-driven culture within the bank.

or

• Provide guidance and on-the-job training for junior colleagues and conduct knowledge sharing to facilitate team objectives.
• Promote the organisation's values and ethics within the team.

Budgeting and Financial Performance

• Monitor financial performance versus budgets and ensure activities are carried out in line with approved guidelines, promptly reporting variances to management.

Policies, Systems, Processes & Procedures

• Provide inputs and implement policies, systems, and procedures for the assigned team to fulfill all procedural/legislative requirements while delivering a quality, cost-effective service.

Continuous Improvement

• Participate in identifying opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.

Reporting

• Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies, and quality standards.

Job Context:

Specific Job Accountability

• Handle a team of CSRs providing 24/7 customer support to bank customers.
• Maintain service levels as per SLA.
• Report at Individual/Team/Site Level on a Daily/Weekly and Monthly basis.
• Conduct quality call evaluations for the center.
• Manage the development of the team through adequate counselling, coaching, and training, encouraging personal development.
• Monitor and emphasize standards of performance, occupancy rate, call duration, wrap-up time, and SLA.
• Supervise both morning and evening shifts on a rotational basis.
• Supervise processes and instructions handled by agents daily.
• Handle difficult complaints or customers during escalations by an agent.
• Ensure operational controls are maintained, and the department complies with internal policies and regulations.
• Supervise the 24/7 shift operation of the call center.
• Offer ongoing coaching and assistance to agents to enhance their product knowledge and service continuously.
• Conduct training programs and link them with post-evaluation programs.
• Encourage team spirit.
• Promote staff motivational programs in the form of rewards and recognition.
• Ensure all agents are on their shifts on time.
• Monitor sales performance and lead generation per staff.
• Promote cross-selling and sales achievements by target per agent.
• Conduct monthly appraisals for team members.
• Recommend actions and feedback to improve customer experience and NPS of contact center service.
• Recommend training needs and additional quality controls relevant to the role.

Desired Candidate Profile

Qualifications

Minimum Qualifications:

• 3 years 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, Multi-tasking.

Excellent communication skills in English & Arabic.

Company Industry:

• Banking
• Broking

Department / Functional Area:

• Administration