Team Leader - Contact Center - Al Ain Emiratized Role

First Abu Dhabi Bank; Al Ain; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Team Leader to manage a customer service team providing 24/7 support. This role involves supervising team performance, ensuring adherence to service level agreements, and fostering a culture of excellence through training and coaching. The ideal candidate will possess strong problem-solving skills and a passion for customer satisfaction, with a focus on continuous improvement. Join a dynamic environment where your leadership can make a significant impact on service delivery and team success.

Qualifications

• 3 years of relevant experience in customer service or contact center.
• Must hold a valid UAE National family book.

Responsibilities

• Manage a team of CSRs providing 24/7 support.
• Monitor performance metrics and maintain service levels as per SLA.
• Conduct quality evaluations of calls and develop team through coaching.

Skills

Customer service

Problem-solving

Analytical skills

Conflict resolution

Multitasking

Communication skills (English and Arabic)

Education

Bachelor's degree

Job description

JOB PURPOSE:

Responsible for managing a team of CSRs providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA and display right standards of customer satisfaction by focusing on CSR productivity through customer service and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSRs, mentor staff, and offer coaching and motivational support. Continuously review work processes for improvement and ensure effective supervision.

KEY ACCOUNTABILITIES:

Team Supervision (for Team Leaders and Supervisors):

• Organize and supervise the work of the assigned team to ensure efficiency and compliance with operating procedures and policies.
• Provide on-the-job training and constructive feedback to support team development.
• Promote organizational values and ethics to foster a value-driven culture within the bank.
• Guide and train junior colleagues, share knowledge, and facilitate achievement of team objectives.

Budgeting and Financial Performance:

• Monitor financial performance against budgets and report variances to management.

Policies, Systems, Processes & Procedures:

• Implement policies, systems, and procedures to ensure quality service and compliance with legislative requirements.
• Participate in continuous improvement initiatives for systems, processes, and practices.

Reporting:

• Prepare accurate sectional reports to meet departmental and organizational standards.

Specific Job Responsibilities:

• Manage a team of CSRs providing 24/7 support.
• Maintain service levels as per SLA.
• Report regularly on performance metrics.
• Conduct quality evaluations of calls.
• Develop team through coaching, counseling, and training.
• Monitor performance indicators like occupancy rate, call duration, and SLA adherence.
• Supervise shifts, handle escalations, and ensure operational controls.
• Promote team spirit, motivation, and sales performance.
• Conduct monthly appraisals and recommend training needs.

Frameworks, Boundaries & Decision-Making Authority:

• Operate within Group policies and governance frameworks.
• Make decisions within the authorized matrix.

Qualifications:

• Bachelor's degree.

Minimum Experience:

• 3 years relevant experience in customer service or contact center.
• Must hold a valid UAE National family book.

Knowledge, Skills & Attributes:

• Customer service, product knowledge, quality focus, problem-solving, market knowledge, documentation, listening, phone skills, conflict resolution, analytical skills, multitasking.
• Excellent communication skills in English and Arabic.

Remote Work: No

Employment Type: Full-time