Senior Banking Contact Centre Team Lead

Commercial Bank of Dubai

Ras Al Khaimah

On-site

AED 60,000 - 90,000

Full time

8 days ago

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Job summary

Commercial Bank of Dubai is seeking ambitious individuals for a contact center leadership role in the UAE. The candidate will drive KPI delivery, supervise teams, and ensure service excellence across shifts.

Applicants should have at least 5 years of banking experience, including 3 years in UAE contact centers, with strong coaching, quality assurance, and cross-selling abilities to convert calls into business opportunities.

Qualifications

University/ Diploma graduate.
Minimum 5 years Banking experience including 3 years Contact Center experience in UAE.

Responsibilities

Deliver Team Key Performance Indicators.
Increase agents’ productivity by following Contact Centre productivity standards.
Operational management of team & shifts scheduling.
Work as Contact Centre Agent during crises and high call volume.
Cross selling & maximizing converting incoming calls to business opportunities.
Review all daily/weekly/monthly agents reports and take corrective actions.
Accurate and timely MIS & feedback reporting.
Team training, development, coaching & counselling.
Calls monitoring, quality assurance, scripting and handling complaints.
Follow up customers’ requests & deliver as promised.
Ensure compliance to procedures to improve service and customer satisfaction.
Maintain audit and reporting standards as required.