Team Leader Contact Centre

Commercial Bank of Dubai; Ras Al Khaimah; On-site; AED 60,000 - 90,000; Full time

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.

Skills

Team management

Coaching

Quality assurance

Reporting

Customer service

Scripting

Complaint handling

Education

University/Diploma graduate

Job description

Job Description:

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Principal Accountabilities:

• Delivery of Team Key Performance Indicators.
• Increasing agents’ productivity by following Contact Centre productivity standards.
• Operational management of team & shifts scheduling.
• Working as Contact Centre Agent at the time of crisis and high calls volume.
• Cross selling & maximizing converting incoming calls to business opportunities.
• Review all daily/weekly/monthly agents reports and taking all required corrective actions.
• Accurate and timely MIS & feedback reporting.
• Team training, development, coaching & counselling.
• Calls monitoring, quality assurance, scripting and complaints ‘handling & problems’ resolution.
• Follow up customers’ requests & deliver as promised.
• Ensure strict adherence to laid down procedures to avoid delay, errors, irregularities and risks to improve service standards on continuous basis to support the Bank’s quality initiatives and to improve customer satisfaction.
• Ensure strict compliance to all policies, procedures and security measurements to control risk and save bank interest and assets and all complaints and problems are handled and solved appropriately.
• Maintains statistics on work activities and brings to the attention of the Head of Retail, Attijari Al Islami, any patterns of particular interest.
• Ensure to comply with the audit requirements, internal and external reporting obligations etc. in line with the policy guidelines, to ensure high standards of uniformity and consistency across the Bank.

Requirements

Education and Experience

• University/ Diploma graduate.
• Minimum 5 years Banking experience out of which 3 years Contact Center experience in UAE

Requirements: