24/7 Contact Centre Team Lead & Coach

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading bank in the UAE is seeking a Team Leader for their customer service department. This role involves supervising a team of customer service representatives, providing coaching, ensuring adherence to service level agreements, and monitoring performance metrics. The ideal candidate will have a background in customer service and strong communication skills in both English and Arabic, contributing to continuous improvement and excellence in service delivery.

Qualifications

• 3 years relevant experience in customer service / Contact Centre.
• Excellent communication skill in English & Arabic.

Responsibilities

• Supervise team of CSR’s providing 24/7 customer support.
• Conduct quality call evaluations and provide coaching.
• Monitor sales performance and promote cross-selling.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Listening

Phone Skills

Resolving Conflict

Analyzing Information

Multi-tasking

Job description

A leading bank in the UAE is seeking a Team Leader for their customer service department. This role involves supervising a team of customer service representatives, providing coaching, ensuring adherence to service level agreements, and monitoring performance metrics. The ideal candidate will have a background in customer service and strong communication skills in both English and Arabic, contributing to continuous improvement and excellence in service delivery.