Manager - Contact Centre.CXC - RBG - Direct Banking Center.Client Experience & Conduct Group

Mashreqbank PSC; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Mashreqbank PSC is seeking an experienced Manager for the UAE National-led Contact Centre to drive customer satisfaction and high performance. This role leads a dedicated team, focusing on service quality, coaching, and operational excellence.

You will oversee KPIs, implement customer service strategies, mentor staff, and collaborate with other departments to resolve queries while maintaining regulatory compliance and a secure work environment.

Qualifications

• Minimum of 5 years in a managerial role within a contact centre or customer service environment.
• Proven track record of managing and motivating a team in a multicultural setting.
• Excellent communication and interpersonal skills with ability to build strong relationships.
• Strong leadership and decision-making abilities with a customer-centric approach.
• Proficiency in CRM systems and other relevant software.
• Analytical skills to interpret data and improve performance.

Responsibilities

• Manage and mentor a team of UAE National Contact Centre staff, fostering a positive and productive work environment.
• Ensure the team meets and exceeds key performance metrics, including call handling times, customer satisfaction scores, and quality standards.
• Implement and monitor customer service strategies to ensure a consistent and exceptional customer experience.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Collaborate with other departments to resolve customer queries and escalate issues as needed.
• Stay updated on industry trends and best practices in customer service, implementing innovative solutions.
• Maintain a high level of customer satisfaction by addressing and resolving customer complaints.
• Ensure compliance with all relevant regulations and policies, maintaining a secure and ethical work environment.
• Conduct regular team meetings to discuss performance, training needs, and concerns.

Skills

Leadership

Communication

Interpersonal skills

Analytical thinking

Decision-making

Education

Business Administration / related field

Tools

CRM systems

Job description

Job description

At Mashreq, we are looking for an experienced and passionate Manager to join our Contact Centre team. This role is crucial in driving customer satisfaction and maintaining high-performance standards. The Manager will oversee a dedicated team of UAE National staff, providing leadership and guidance to ensure an exceptional customer experience. This is an exciting opportunity to make a real impact and contribute to the success of our Contact Centre in CXCG

Responsibilities

• Manage and mentor a team of UAE National Contact Centre staff, fostering a positive and productive work environment.
• Ensure the team meets and exceeds key performance metrics, including call handling times, customer satisfaction scores, and quality standards.
• Implement and monitor customer service strategies, ensuring a consistent and exceptional customer experience.
• Conduct regular performance evaluations and provide constructive feedback to team members, promoting continuous improvement.
• Collaborate with other departments to resolve customer queries and escalate issues as needed.
• Stay updated on industry trends and best practices in customer service, implementing innovative solutions.
• Maintain a high level of customer satisfaction by promptly addressing and resolving customer complaints.
• Ensure compliance with all relevant regulations and policies, maintaining a secure and ethical work environment.
• Conduct regular team meetings to discuss performance, provide training, and address any concerns.

Qualifications

• A minimum of 5 years of experience in a managerial role within a Contact Centre or customer service environment.
• Proven track record of successfully managing and motivating a team, preferably in a multicultural setting.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong leadership and decision-making abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Analytical skills to interpret data and make informed decisions to improve performance.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Fluency in Arabic and English is highly preferred.
• A relevant degree in Business Administration, Customer Service, or a related field is advantageous.