Team Leader, Call Center

ADIB; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in Abu Dhabi is seeking a Team Leader for its Call Center to lead and manage agents to deliver world-class customer service. The ideal candidate has at least 3 years of leadership experience and strong skills in performance management and coaching. This role involves handling escalated complaints, ensuring KPIs are met, and fostering team development in a dynamic environment.

Qualifications

• Minimum of 3 years in a junior leadership role.
• Previous experience in a similar role is an advantage.
• Experience in leading a small team (up to 20 individuals).
• Exposure to Contact Center technologies.
• Understanding of basic agent KPIs.

Responsibilities

• Lead and manage a team of Call Center agents.
• Drive performance based on KPIs.
• Ensure efficiency in operations management.
• Coach and guide staff for better performance.
• Handle escalated customer complaints efficiently.

Skills

Excellent leadership qualities

Ability to groom individuals

Ability to drive team performance

Excellent communication skills

Knowledge of agent KPIs

Forward thinking

Job description

Role : Team Leader, Call Center

Location : Abu Dhabi

Role Purpose :

To lead and manage a team of Call Center agents in delivering world class customer service as well as achieving the other KPIs set out by the Senior Management Team. Key Accountabilities.

Key Accountabilities of the role

Operational Readiness :

Manage and lead a team of Call Center Agents in driving performance based on the KPIs set and ensuring efficiency and effectiveness.

Work closely and coordinate with the Call Center Operations team on matter relating directly to the efficiency and daily operations management

Ensure regular update of performance with subordinates, peers and line manager(s).

Ensure Team work at all levels.

As a daily routine allocate work and supervise the Call Centre Agent’s activities for timely results for both the customers and other relative departments / branches. Informally coach and guide staff for better performance

Human Resource / People :

Continuous coaching and mentoring on individuals within the team.

Continuous engagement with the individuals within the team to reduce attrition.

People development

Providing support and guidance to the individuals within their teams.

Lead by example

Review & recommend staff training requirements to Operations Manager on a quarterly basis.

Prepare and provide Call Centre Manager with agenda relating to Call Centre issues, customer service issues & staff issues, for monthly staff meetings.

Focusing team members on the purpose and task of the project; reminding the team of the result the organization is looking for and how it fits with the organization's vision, mission and goals

Quality of Work :

Ensure timeliness and datelines are met

Consistency in achieving goals set

Continuous focus the team to ensure nothing less than world class service delivery.

Reduce complaints within the team through regular coaching and training

Handle escalated customer complaints effectively and efficiently.

Follow-up on customer complaints and operational issues logged in the system with the respective areas for fulfillment and ensure that the resolutions are promptly communicated to customers outlined in the SLAs.

Any other ad-hoc projects / task assigned by Service Manager.

RESULTS EXPECTED :

An efficiently run and managed team

Meeting all KPIs set out by Senior Management

Reduce attrition within the team.

Reduce complaints and unnecessary queries.

Improved quality of calls.

Continuously improve Mystery Shopper results.

Specialist Skills / Technical Knowledge Required for this role :

1.Excellent leadership qualities

2.Ability to groom individuals

3.Ability to drive team performance

4.Excellent communicational skills

5.Knowledge of agent KPIs

6.Forward thinking

Previous experience :

1.Minimum of 3 years in a junior leadership role

2.Previous experience in a similar role, would be an added advantage

3.Previous experience in leading and small team (up to 20 individuals)

4.Exposure to Contact Center technologies

5.Understanding of basic agent KPIs