Banking Contact Center Team Lead – UAE

Commercial Bank of Dubai; United Arab Emirates; On-site; AED 90,000 - 130,000; Full time

Job summary

Commercial Bank of Dubai is seeking an experienced Contact Centre professional to lead a performance-driven team in the UAE. The role focuses on delivering KPIs, optimizing productivity, and managing shift schedules while ensuring high service standards and strong customer satisfaction.

Responsibilities include coaching, quality assurance, and MIS reporting, with emphasis on cross-selling and converting calls into business opportunities.

Qualifications

• University/ Diploma graduate.

Responsibilities

• Delivery of Team Key Performance Indicators.
• Increasing agents’ productivity by following Contact Centre productivity standards.
• Operational management of team & shifts scheduling.
• Working as Contact Centre Agent at the time of crisis and high calls volume.
• Cross selling & maximizing converting incoming calls to business opportunities.
• Review all daily/weekly/monthly agents reports and taking all required corrective actions.
• Accurate and timely MIS & feedback reporting.
• Team training, development, coaching & counselling.
• Calls monitoring, quality assurance, scripting and complaints ‘handling & problems’ resolution.
• Follow up customers’ requests & deliver as promised.
• Ensure strict adherence to laid down procedures to avoid delay, errors, irregularities and risks to improve service standards on continuous basis to support the Bank’s quality initiatives and to improve customer satisfaction.
• Ensure strict compliance to all policies, procedures and security measurements to control risk and save bank interest and assets and all complaints and problems are handled and solved appropriately.
• Maintains statistics on work activities and brings to the attention of the Head of Retail, Attijari Al Islami, any patterns of particular interest.
• Ensure to comply with the audit requirements, internal and external reporting obligations etc. in line with the policy guidelines, to ensure high standards of uniformity and consistency across the Bank.

Job description

Commercial Bank of Dubai is seeking an experienced Contact Centre professional to lead a performance-driven team in the UAE. The role focuses on delivering KPIs, optimizing productivity, and managing shift schedules while ensuring high service standards and strong customer satisfaction.

Responsibilities include coaching, quality assurance, and MIS reporting, with emphasis on cross-selling and converting calls into business opportunities.