Workshop Supervisor jobs in United Arab Emirates

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