Team Leader (UAE National)

Commercial Bank of Dubai; United Arab Emirates; On-site; AED 90,000 - 130,000; Full time

Job summary

Commercial Bank of Dubai is seeking an experienced Contact Centre professional to lead a performance-driven team in the UAE. The role focuses on delivering KPIs, optimizing productivity, and managing shift schedules while ensuring high service standards and strong customer satisfaction.

Responsibilities include coaching, quality assurance, and MIS reporting, with emphasis on cross-selling and converting calls into business opportunities.

Qualifications

• University/ Diploma graduate.

Responsibilities

• 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.

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