24/7 Contact Center Team Lead

First Abu Dhabi Bank; Abu Dhabi Emirate; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in the UAE seeks a Team Leader for Customer Service to oversee CSRs and ensure quality 24/7 customer support. Candidates should have a Bachelor's degree and at least 3 years of experience in a customer service or contact center setting. The role involves supervising operations, training staff, and enhancing customer satisfaction. This position does not allow remote work and is offered as a full-time role.

Qualifications

• Minimum 3 years relevant experience in customer service or contact center.
• Should hold valid UAE National family book (Mandatory).

Responsibilities

• Handle a team of CSRs providing 24/7 customer support.
• Monitor adherence to SLA and customer satisfaction standards.
• Provide on-the-job training and feedback to the team.
• Conduct quality calls evaluation and appraisals.

Skills

Customer Service

Problem Solving

Multitasking

Phone Skills

Conflict Resolution

Documentation Skills

Education

Bachelor's degree

Job description

A leading financial institution in the UAE seeks a Team Leader for Customer Service to oversee CSRs and ensure quality 24/7 customer support. Candidates should have a Bachelor's degree and at least 3 years of experience in a customer service or contact center setting. The role involves supervising operations, training staff, and enhancing customer satisfaction. This position does not allow remote work and is offered as a full-time role.