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Company: ADIB - Abu Dhabi Islamic Bank
Location: Abu Dhabi, United Arab Emirates

Role: Team Leader

Role Purpose:
To lead and manage a team of Call Center agents in delivering world class customer service as well as achieving the other KPIs set out by the Senior Management Team.

Key Accountabilities of the role:

1. Operational readiness:
   • Manage and lead a team of Call Center Agents in driving performance based on the KPIs set and ensuring efficiency and effectiveness.
   • Work closely and coordinate with the Call Center Operations team on matters relating directly to the efficiency and daily operations management.
   • Ensure regular updates of performance with subordinates, peers, and line manager(s).
   • Ensure teamwork at all levels.
   • Allocate work and supervise the Call Centre Agent's activities for timely results for both customers and other relative departments/branches. Informally coach and guide staff for better performance.
2. Human Resource/People:
   • Continuous coaching and mentoring on individuals within the team.
   • Continuous engagement with the individuals within the team to reduce attrition.
   • People development.
   • Providing support and guidance to the individuals within their teams.
   • Lead by example.
   • Review & recommend staff training requirements to Operations Manager on a quarterly basis.
   • Prepare and provide Call Centre Manager with agenda relating to Call Centre issues, customer service issues & staff issues for monthly staff meetings.
   • Focus team members on the purpose and task of the project; reminding the team of the result the organization is looking for and how it fits with the organization's vision, mission, and goals.
3. Quality:
   • Ensure timeliness and deadlines are met.
   • Consistency in achieving goals set.
   • Continuous focus on the team to ensure nothing less than world-class service delivery.
   • Reduce complaints within the team through regular coaching and training.
   • Handle escalated customer complaints effectively and efficiently.
   • Follow-up on customer complaints and operational issues logged in the system with the respective areas for fulfillment and ensure that the resolutions are promptly communicated to customers outlined in the SLAs.
4. Continuous Improvement:
   • Continuously find ways of improving processes that will improve efficiency, reduce rework, and improve customer experience.
   • Focus on the team to deliver on 'migration' initiatives and to transition the team into a profit center.
5. Compliance of policies & procedures:
   • Comply and perform Key operational controls as required in ADIB's policies & procedures relating to Call Center in day-to-day operations.
6. Any other ad-hoc projects/task assigned by Service Manager.

RESULTS EXPECTED:
• An efficiently run and managed team.
• Meeting all KPIs set out by Senior Management.
• Reduce attrition within the team.
• Reduce complaints and unnecessary queries.
• Improved quality of calls.
• Continuously improve Mystery Shopper results.

Specialist Skills / Technical Knowledge Required for this role:
• Excellent leadership qualities.
• Ability to groom individuals.
• Ability to drive team performance.
• Excellent communication skills.
• Knowledge of agent KPIs.
• Forward thinking.

Previous experience:
• Minimum of 3 years in a junior leadership role.
• Previous experience in a similar role would be an added advantage.
• Previous experience in leading a small team (up to 20 individuals).
• Exposure to Contact Center technologies.
• Understanding of basic agent KPIs.