Specialist - Call Center

4 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Abu Dhabi Accountability Authority Full time

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Specialist - Call Center

Date: Jan 9, 2025

Company: Abu Dhabi Accountability Authority

Job Objective:

Assist with call centre activities, including managing databases, receiving and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner. Assist with follow-up actions and responses to internal and external clients, and manage day-to-day call centre workflow ensuring service excellence to all clients.

Key Responsibilities/Duties:

  1. Strategy and Planning:
  2. Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA's overall policies and procedures.
  3. Assist in the development, implementation, and update of the section's strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector's strategy and objectives, and ADAA's mission and vision.
  4. Ensure individual Key Performance Indicators (KPIs) are met to improve efficiency and effectiveness.
  5. Ensure best practices and standards are followed to provide excellent service.
  6. Assist in developing a customer database using ADAA systems and processes as instructed.
  7. Continuously update customer database and records on ADAA systems as instructed.
  8. Manage the communication process and its improvements as instructed.
  9. Respond to customer queries accurately and timely as per ADAA policy and procedures.
  10. Develop and maintain call centre service standards for communicating with internal and external customers as instructed.
  11. Follow up on the status of customer requests and queries as instructed.
  12. Develop reports and presentations for updates on all initiatives and progress on KPIs to present to management as required.
  13. Carry out any other tasks and activities assigned by leadership.
  14. Talent Management and Development:
  15. Complete required trainings and certification programs to keep current with job requirements and ensure continuous performance improvements.
  16. Obtain timely performance review assessments for midyear and annual reviews to meet set KPIs.
  17. Stay updated with relevant information to ensure standard performance levels are achieved.
  18. Contribute to knowledge dissemination to build internal capabilities and maximize team performance.
  19. Support the development of UAE National employees in line with the Authority's Emiratization strategy.
  20. Corporate:
  21. Ensure adherence to all ADAA corporate policies, procedures, and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
  22. Prepare section-related correspondence (e-mails, memos, and letters) to ensure professionalism, completeness, and accuracy.
  23. Retain, document, preserve, and archive section-related physical and electronic records in accordance with relevant policies.
  24. Respond to section-related queries and provide required support to relevant ADAA units and employees as needed.
  25. Utilize relevant technologies within ADAA to optimize work efficiency.
  26. Demonstrate compliance with ADAA's values, Code of Business Conduct, and ethics to support a value-driven culture within the Authority.
  27. Identify opportunities for continuous improvement and sustainability of systems, processes, and practices.
  28. Prepare and submit timely and accurate statements and reports to meet departmental requirements and quality standards.
  29. Cooperate in the implementation of relevant health and safety legislation, policies, and procedures.
  30. General:
  31. Performance should reflect academic qualifications, specialization courses, job level, and productivity.
  32. Acquire required academic and professional certificates approved by ADAA within the specified period based on the Individual Development Plan.
  33. Perform tasks independently unless approval is obtained to delegate tasks due to incapability.
  34. Ensure teamwork, collaboration, and dedication in performing duties.
  35. Execute any other tasks as per leadership directions.
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