Team Leader, Contact Centre - Abu Dhabi

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Team Leader to supervise a customer service team providing 24/7 support. The ideal candidate will have a Bachelor's degree and at least 3 years of experience in customer service. Responsibilities include staff coaching, performance management, and ensuring adherence to service level agreements (SLA). Excellent communication skills in English and Arabic are essential, along with a strong focus on problem-solving and multitasking.

Qualifications

• 3 years of relevant experience in customer service or contact centre.
• Strong comprehension skills with a solutions-focused approach.

Responsibilities

• Supervise a team of CSRs providing 24/7 customer support.
• Monitor adherence to SLA and ensure high customer satisfaction.
• Provide coaching and training to staff to enhance performance.
• Conduct appraisals and recommend improvements for customer experience.

Skills

Customer Service

Problem Solving

Multitasking

Excellent communication skills in English & Arabic

Education

Bachelor's degree

Job description

JOB PURPOSE

Responsible for handling a team of CSRs providing 24/7 customer support to the existing customers/ new prospects Monitor adherence to SLA display right standards of customer satisfaction practices by staying focused on productivity of CSRs through customer service and up selling. Strong comprehension skills and solutions focused to Provide intensive coaching to new staff on products & systems at the same time develop existing CSRs mentor staff provide coaching and motivational assistance. Continuously review work processes for improvement and effective supervision is offered

KEY ACCOUNTABILITIES

Team Supervision (only for Team leaders and supervisors)

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner which is consistent with operating procedures and policy.
• Provide onthejob training and constructive feedback to assigned team to support their overall development.
• Promote the organisations values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. or
• Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
• Promote the organisations values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.

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 the approved guidelines while promptly reporting on any variances to management.

Policies Systems & Procedures

Provide inputs and implement policies systems and procedure for the assigned team so that all relevant procedural/legislative requirements fulfilled while delivering a quality costeffective service.

Continuous Improvement

Participate in the identification of opportunities for continuous improvement and sustainability of systems processes and practices considering global standards productivity improvement and cost reduction.

Reporting

Prepare sectional statements and reports timely and accurately to meet FAB and department requirements policies and quality standards

Job Context

Specific Job Accountability

• Handle a team of CSRs providing 24/7 customer support to the Bank customers
• Maintaining service level as per SLA
• Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis
• Conduct Quality calls evaluation for the centre
• Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling coaching and training. And encourages personal development
• Monitor and emphasize standards of performance occupancy rate of available time call duration wrap up time and SLA
• Supervise both the morning and evening shifts on rotation shifts
• Supervise processes and instructions handled by agents on day to day basis
• Handle difficult complaints or customers during an escalation by an agent
• Ensure operational controls are always maintained and department complies with internal policies and regulations
• Supervise the 24 hours 365 days a year shift operation of the call centre
• Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis
• Conduct training programs and link with post evaluation program
• Encourage team spirit
• Promote staff motivational programs in form reward and recognition
• Ensure all agents on their shifts on time
• Monitor sales performance and lead generation per staff
• Promote cross selling and sales achievements by target per agent
• Conduct monthly appraisal for the team members
• Recommend and advise actions feedback to improve customer experience and NPS of contact centre service
• Recommend training needs and additional quality controls relevant to the role

Qualifications

Minimum Qualifications

Bachelors degree

Minimum Experience

3 years relevant experience in customer service / Contact Centre

Knowledge Skills and Attributes

Customer Service Product Knowledge Quality Focus Problem Solving Market Knowledge Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multitasking

Excellent communication skill in English & Arabic

Remote Work

No

Employment Type

Fulltime