Team Lead - Contact Center

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. 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 & dynamic industry.

Job Description

JOB PURPOSE:

Responsible for handling a team of CSR’s providing 24/7 customer support to existing customers/new prospects. Monitor adherence to SLA and display the right standards of customer satisfaction practices by staying focused on the productivity of CSR’s through customer service and upselling.

Strong comprehension skills and solutions-focused to provide intensive coaching to new staff on products & systems while developing existing CSR’s, 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 that all work within a specific area of activity is carried out efficiently, consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to the assigned team to support their overall development.
• Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value-driven culture within the bank.

Budgeting and Financial Performance

• Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures

• Provide inputs and implement policies, systems, and procedures for the assigned team so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

• Participate in the identification of 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:

• Handle a team of CSR’s providing 24/7 customer support to the Bank customers.
• Maintain service level as per SLA.
• Report at Individual/Team/Site Level on Daily/Weekly and Monthly basis.
• Conduct Quality calls evaluation for the centre.
• Enthusiastically manage the development of the team by ensuring that they receive adequate counselling, coaching, and training, and encourage personal development.
• Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap-up time, and SLA.
• Supervise both the morning and evening shifts on a rotation basis.
• Supervise processes and instructions handled by agents on a day-to-day basis.
• Handle difficult complaints or customers during an escalation by an agent.
• Ensure operational controls are always maintained, and the department complies with internal policies and regulations.
• Supervise the 24 hours, 365 days a year shift operation of the call centre.
• Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on a continuous basis.
• Conduct training programs and link with post-evaluation programs.
• Encourage team spirit.
• Promote staff motivational programs in the form of reward 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 the team members.
• Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service.
• 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, Multi-tasking.

Excellent communication skills in English & Arabic.