Team Leader, Contact Centre - Abu Dhabi

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Customer Service Team Leader. The role involves supervising a team to ensure high-quality customer support, managing compliance with service level agreements, and fostering team development. Candidates should possess a bachelor's degree and have a minimum of three years of relevant experience, along with excellent Arabic and English communication skills.

Qualifications

• Minimum 3 years relevant experience in customer service/contact centre.
• Knowledge of customer service and product knowledge.

Responsibilities

• Handle a team of CSR’s providing 24/7 customer support.
• Monitor adherence to SLA and ensure customer satisfaction standards are met.
• Provide intensive coaching to new staff.

Skills

Communication skills in English

Communication skills in Arabic

Problem solving

Conflict resolution

Multitasking

Education

Bachelor’s degree

Job description

Company Description

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals, and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

JOB PURPOSE: Responsible for handling a team of CSR’s providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA, ensure customer satisfaction standards are met, and focus on productivity and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSR’s, mentor staff, and continuously review work processes for improvement.

Key Accountabilities

• Team Supervision (for Team Leaders and Supervisors): Organize and supervise the work of the assigned team, provide on-the-job training, promote organizational values, and support team development and culture.
• Budgeting and Financial Performance: Monitor financial performance versus budgets and report variances.
• Policies, Systems, Processes & Procedures: Implement policies and procedures to ensure quality and compliance.
• Continuous Improvement: Identify opportunities for process improvements, productivity, and cost reduction.
• Reporting: Prepare timely and accurate reports to meet department standards.
• Job Context & Responsibilities: Manage 24/7 customer support, maintain SLA standards, conduct quality evaluations, supervise shifts, handle escalations, ensure operational controls, promote team development, monitor sales and cross-selling, conduct appraisals, and recommend improvements.

Qualifications

• Bachelor’s degree
• Minimum 3 years relevant experience in customer service/contact centre
• Excellent communication skills in English & Arabic
• Knowledge of customer service, product knowledge, quality focus, problem solving, market knowledge, documentation skills, listening, phone skills, conflict resolution, information analysis, multitasking