Manager, Contact Center Operations

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

Team Supervision

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on‑the‑job training and constructive feedback to the assigned team to support their overall development.
• Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value‑driven culture within the bank.
• Provide guidance and on‑the‑job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
• Budgeting and Financial Performance: Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
• Policies, Systems, Processes & Procedures: Provide inputs and implement policies, systems and procedures for the assigned team so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost‑effective service.
• Continuous Improvement: Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Reporting: Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.

Specific Job Accountability

• Handle a team of CSR’s providing 24/7 customer support to Bank customers.
• Maintain service level as per SLA.
• Report at Individual/Team/Site level on daily/weekly and monthly basis.
• Conduct quality call evaluation for the centre.
• Enthusiastically manage the development of the team by ensuring they receive adequate counselling, coaching and training and encourage personal development.
• Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap‑up time and SLA.
• Supervise both morning and evening shifts on rotation shifts.
• Supervise processes and instructions handled by agents on day‑to‑day basis.
• Handle difficult complaints or customers during an escalation by an agent.
• Ensure operational controls are always maintained and the department complies with internal policies and regulations.
• Supervise the 24 hours, 365 days a year shift operation of the call centre.
• Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service continuously.
• Conduct training programs and link with post‑evaluation program.
• Encourage team spirit.
• Promote staff motivational programs in form reward and recognition.
• Ensure all agents on their shifts on time.
• Monitor sales performance and lead generation per staff.
• Promote cross‑selling and sales achievements by target per agent.
• Conduct monthly appraisal for the team members.
• Recommend and advise actions, feedback to improve customer experience and NPS.
• Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
• Authorised to take decisions as per the approved authorization matrix.