Manager- Contact Centre Operations

7 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Abu Dhabi Bank (FAB) Full time
  • Full-time
  • Division: Consumer Banking Group - UAE
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 the existing customers/ new prospects. Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR's through customer service and up selling. Strong comprehension skills and solutions focused to provide intensive coaching to new staff on products & systems while developing existing CSR's, mentoring staff, providing coaching and motivational assistance. Continuously review work processes for improvement and effective supervision is offered.

KEY ACCOUNTABILITIES:

Team Supervision (only for Team leaders and supervisors)
  1. Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, consistent with operating procedures and policy.
  2. Provide on-the-job training and constructive feedback to the assigned team to support their overall development.
  3. Promote the organisation's values and ethics in all activities within the team to support the establishment of a value-driven culture within the bank.
  4. Provide guidance and on-the-job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner consistent with operating procedures and policy.
Budgeting and Financial Performance
  1. Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
  2. Provide inputs and implement policies, systems, and procedures for the assigned team so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service.
  3. Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
Reporting

Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies, and quality standards.

Job Context

Specific Job Accountability:

  1. Handle a team of CSR's providing 24/7 customer support to the bank customers.
  2. Maintain service level as per SLA.
  3. Report at Individual/Team/Site Level on Daily/Weekly and Monthly basis.
  4. Conduct Quality calls evaluation for the centre.
  5. Enthusiastically manage the development of the team by ensuring they receive adequate counselling, coaching, and training and encourage personal development.
  6. Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap-up time, and SLA.
  7. Supervise both the morning and evening shifts on rotation shifts.
  8. Supervise processes and instructions handled by agents on a day-to-day basis.
  9. Handle difficult complaints or customers during an escalation by an agent.
  10. Ensure operational controls are always maintained, and department complies with internal policies and regulations.
  11. Supervise the 24 hours, 365 days a year shift operation of the call centre.
  12. Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on a continuous basis.
  13. Conduct training programs and link with post-evaluation programs.
  14. Encourage team spirit.
  15. Promote staff motivational programs in the form of reward and recognition.
  16. Ensure all agents are on their shifts on time.
  17. Monitor sales performance and lead generation per staff.
  18. Promote cross-selling and sales achievements by target per agent.
  19. Conduct monthly appraisals for the team members.
  20. Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service.
  21. Recommend training needs and additional quality controls relevant to the role.
Qualifications

Minimum Qualifications:

3 years relevant experience in customer service / Contact Centre.

Knowledge, Skills, and Attributes:

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.

Excellent communication skills in English & Arabic.

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