Senior Specialist Call Centre

UAE Accountability Authority; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Specialist for their Call Centre to enhance service delivery and manage client interactions. This role involves developing policies, ensuring adherence to standards, and contributing to performance management. The successful candidate will play a crucial part in improving customer satisfaction through effective communication and operational excellence. If you are passionate about customer service and have the skills to lead a team while supporting the Emiratization strategy, this is a fantastic opportunity to make a significant impact.

Qualifications

• Bachelor's degree in a relevant subject area.
• 4-10 years of relevant experience in call centre operations.
• Proficiency in Arabic and English.

Responsibilities

• Manage day-to-day call centre workflow ensuring excellent service.
• Develop and maintain call centre service standards.
• Assist in preparing reports and presentations for management.

Skills

Call Centre Management

Customer Service

Database Management

Performance Management

Bilingual (Arabic and English)

Education

Bachelor's Degree

Tools

ADAA Systems

Job description

Job Description

Senior Specialist Call Centre

Job Objective

Contribute to call centre activities, including managing databases, receiving and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner. Contribute to follow-up actions and responses to internal and external clients. Manage day-to-day call centre workflow ensuring excellent service to all clients.

Key Responsibilities/Duties

Strategy and Planning:

• Contribute to the development, implementation, and update of policies, procedures, manuals, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA's policies.
• Assist in developing, implementing, and updating the section's strategic, budget, procurement, and operational plans, aligning with department and sector strategies, ADAA's mission, and vision.
• Participate in developing Key Performance Indicators (KPIs) for the section and ensure individual KPIs are met to improve efficiency and effectiveness.

Operations

• Assist in receiving, logging, and directing calls according to department processes.
• Ensure best practices and standards are followed in service delivery.
• Contribute to developing and updating the customer database using ADAA systems and processes.
• Manage communication processes and suggest improvements.
• Respond to customer queries accurately and promptly following ADAA policies.
• Develop and maintain call centre service standards for communication with internal and external customers.
• Follow up on the status of customer requests and queries.
• Assist in preparing reports and presentations on initiatives and KPI progress for management.
• Perform additional tasks as assigned by leadership.

Talent Management and Development

• Complete required training and certifications to stay current and improve performance.
• Participate in performance reviews and meet KPIs.
• Stay updated with relevant information to maintain standard performance levels.
• Share knowledge to enhance team capabilities.
• Support the development of UAE National employees aligning with the Authority's Emiratization strategy.

Corporate

• Adhere to all ADAA policies and procedures across departments.
• Prepare professional correspondence and maintain accurate records.
• Respond to queries and support organizational units as needed.
• Utilize ADAA technologies to improve work efficiency.
• Uphold ADAA's values and ethical standards.
• Identify opportunities for continuous improvement and sustainability.
• Contribute to timely and accurate reporting.
• Ensure health and safety policies are followed.

General

• Performance should reflect academic qualifications, specialization, and job level.
• Acquire necessary certificates within the specified period as per the Individual Development Plan.
• Perform tasks independently unless delegation is approved.
• Promote teamwork, collaboration, and dedication.

Requirements

• Bachelor's degree in a relevant subject area.
• 4-10 years of relevant experience.
• Proficiency in Arabic and English.