Team Leader, Contact Centre - Abu Dhabi

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 40,000 - 80,000; Full time

Job summary

Join a prestigious financial institution as a team leader in customer support, where your leadership will drive excellence in service delivery. In this role, you'll supervise a dedicated team, ensuring compliance with service standards while fostering a culture of continuous improvement. Your expertise will be crucial in coaching staff, enhancing customer experiences, and achieving performance metrics. This dynamic environment encourages growth and offers the chance to make a significant impact in the banking sector, all while working with a team that values collaboration and innovation.

Qualifications

• 3 years experience in customer service or contact center.
• Strong communication skills in English and Arabic.

Responsibilities

• Lead a team providing 24/7 customer support.
• Monitor SLA adherence and customer satisfaction.
• Conduct coaching and training for team development.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Conflict Resolution

Analytical Skills

Multi-tasking

Excellent Communication Skills

Education

Bachelor’s Degree

Job description

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals, and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

JOB PURPOSE:

Responsible for leading a team of CSRs providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA, uphold high standards of customer satisfaction, focus on CSR productivity through customer service and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSRs, mentor staff, and offer coaching and motivational support. Continuously review work processes for improvement and ensure effective supervision.

KEY ACCOUNTABILITIES:

Team Supervision (for Team Leaders and Supervisors):

• Organize and supervise the work of the assigned team to ensure efficiency and compliance with procedures and policies.
• Provide on-the-job training and constructive feedback to support team development.
• Promote the organization’s values and ethics to foster a value-driven culture within the bank.
• Guide and train junior colleagues, share knowledge, and facilitate team objectives.

Budgeting and Financial Performance:

Monitor financial performance against budgets, ensure activities align with guidelines, and report variances to management.

Policies, Systems, Processes & Procedures:

Implement policies and procedures for the team to ensure compliance and quality service delivery.

Continuous Improvement:

Identify opportunities for system, process, and practice improvements considering global standards, productivity, and cost reduction.

Reporting:

Prepare timely and accurate reports to meet department standards and policies.

Job Context:

Specific Job Accountability:

• Manage a team providing 24/7 support to bank customers.
• Maintain SLA standards.
• Report at various levels regularly.
• Conduct quality evaluations.
• Develop team through coaching, counseling, and training.
• Monitor performance metrics such as occupancy, call duration, and SLA adherence.
• Supervise shifts and daily operations.
• Handle escalations and customer complaints.
• Ensure operational controls and compliance.
• Oversee shift operations of the call center.
• Provide ongoing coaching and training.
• Promote team spirit and motivation programs.
• Ensure punctuality of agents.
• Monitor sales and lead generation.
• Encourage cross-selling and sales achievements.
• Conduct monthly appraisals.
• Provide feedback to improve customer experience and NPS.
• Identify training needs and quality controls.

Qualifications:

Minimum Qualifications:

Bachelor’s degree

Minimum Experience:

3 years relevant experience in customer service/contact center

Knowledge, Skills, and Attributes:

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Conflict Resolution, Analytical Skills, Multi-tasking
• Excellent communication skills in English and Arabic