Team Leader - Contact Center - Al Ain Emiratized Role

First Abu Dhabi Bank; Abu Dhabi Emirate; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Customer Service Manager to supervise a team providing 24/7 support. The ideal candidate will have a Bachelor's degree and at least 3 years of experience in customer service or contact centers. This role entails managing team performance, ensuring compliance with service level agreements, and enhancing customer satisfaction. Strong communication skills in both English and Arabic are essential.

Qualifications

• 3 years of relevant experience in customer service or contact center.
• Must possess strong organizational and supervisory skills.

Responsibilities

• Organize and supervise the work of the assigned team.
• Monitor adherence to SLA and quality standards.
• Encourage coaching and training for team development.

Skills

Customer service

Problem-solving

Multitasking

Excellent communication skills in English and Arabic

Education

Bachelor's degree

Job description

Job Purpose:

Responsible for handling a team of CSRs providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA, display right standards of customer satisfaction practices, and stay focused on productivity of CSRs through customer service and up-selling.

Key Accountabilities:

• Team Supervision: Organize and supervise the work of the assigned team, provide on-the-job training and constructive feedback, and promote the organization's values and ethics.
• 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 approved guidelines.
• Policies, Systems, Processes, and Procedures: Provide inputs and implement policies, systems, and procedures for the assigned team, ensuring all relevant procedural and legislative requirements are fulfilled.
• Reporting: Prepare sectional statements and reports in a timely and accurate manner to meet requirements.
• Specific Job Accountability: Handle a team of CSRs providing 24/7 customer support, maintain service levels as per SLA, and conduct quality calls evaluation for the center.

Responsibilities:

• Enthusiastically manage the development of the team, ensuring they receive adequate counseling, coaching, and training.
• Monitor and emphasize standards of performance, occupancy rate, available time, call duration, wrap-up time, and SLA.
• Supervise both morning and evening shifts on rotation shifts.
• Handle difficult complaints or customers during escalation by an agent.
• Ensure operational controls are always maintained and the department complies with internal policies and regulations.

Qualifications:

• Minimum Qualifications: Bachelor's degree.
• Minimum Experience: 3 years of relevant experience in customer service or contact center.
• Knowledge, Skills, and Attributes: Customer service, product knowledge, quality focus, problem-solving, market knowledge, documentation skills, listening, phone skills, resolving conflict, analyzing information, multitasking, and excellent communication skills in English and Arabic.

Employment Type: Full-time.

Remote Work: No.