Manager - Call Center Job | Dubai, UAE

1 month ago


Dubai, Dubai, United Arab Emirates National Bank of Fujairah Full time
Manager - Call Center Job

Work location:
Jebel Ali

Preferred Candidate:
Expat Only

Job Purpose
- To oversee and guide a team of Call Centre agents to guarantee smooth operation of the Unit following established Bank procedures and service delivery standards, in compliance with regulatory, AML, and Bank prerequisites. Also responsible for training and developing Call agents, continuously improving the call center, and upholding service quality to meet the bank's standards.

Key Accountabilities
- Research and test developments in the Call Centre, effectively communicate changes to the team.
- Provide extensive coaching to maintain high standards consistently.
- Strategize, direct, and manage resources to ensure business continuity in the short and long terms.
- Deliver correct and relevant Bank product information to customers and pass on leads to the Retail banking team.
- Address customer complaints, grievances, and queries with the respective Branch/Line Manager.

Other Accountabilities
- Stay updated on best practices in Phone Banking to share product information with the team.

Education
- Minimum Bachelor's degree in a business-related field or equivalent.

Experience and Skills
- 8 to 10 years of banking experience with 3 to 5 years in a similar managerial role, including experience in Service & Quality Assurance, and Customer Relationship Management.

  • Specialist Skills/Competencies Required for the Role

- Excellent communication skills (both written and verbal).
- Strong focus on Quality Standards.
- Ability to lead a diverse team.
- In-depth understanding of Retail Banking Products, operations, and functionalities.

Technical Competencies
- Core and Regulatory Banking Systems - Basic.
- Customer Service - Expert.
- Data Management - Proficient.
- Policies and Procedures - Proficient.
- Process Re-engineering - Proficient.
- Product Knowledge and Documentation - Advanced.
- Transaction Processing and Control - Proficient.

Behavioural Competencies
- Change and Innovation - Proficient.
- Communication - Proficient.
- Evaluating and Solving Challenges - Proficient.
- Results Orientation - Proficient.
- Working and Collaborating with Others - Proficient.
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