24/7 Contact Center Operations Leader

FAB; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution is seeking a Team Supervisor to manage a team providing 24/7 customer support. The role involves supervising daily operations, ensuring service level compliance, coaching team members, and monitoring performance metrics. The ideal candidate will bring experience in team leadership and customer service, fostering a motivational environment and continuous improvement. This is a critical position aimed at enhancing customer satisfaction and operational effectiveness.

Qualifications

• Experience in team supervision and customer service management.
• Strong leadership skills with a focus on development and coaching.
• Ability to handle escalated complaints and maintain service levels.

Responsibilities

• Organise and supervise the assigned team's work efficiently.
• Provide on-the-job training and feedback to team members.
• Monitor financial performance and ensure adherence to budgets.
• Prepare reports and maintain service level agreements.

Job description

A leading banking institution is seeking a Team Supervisor to manage a team providing 24/7 customer support. The role involves supervising daily operations, ensuring service level compliance, coaching team members, and monitoring performance metrics. The ideal candidate will bring experience in team leadership and customer service, fostering a motivational environment and continuous improvement. This is a critical position aimed at enhancing customer satisfaction and operational effectiveness.