Contact Centre Team Leader

3 weeks ago

Abu Dhabi, United Arab Emirates Serco Plc Full time

Make a difference every day

The Job Opportunity
We are looking for a Contact Centre Team Leader to oversee all the Contact Centre functions that will be utlilized to support this department, where you are expected to c arry out daily auditing and checks of the systems to ensure all issues are captured and actioned within the agreed timeframes, Service Levels (SLA's) & Key Performance Indicators (KPl's).

You will be supporting in ensuring all work orders are completed on site as per standards via the system and operate and maintain an effective filing system for the department

Serco delivers essential public services to customers in UAE on behalf of governments, semi-governments and large private corporations.

Key accountabilities Attend regular management meetings with service providers and note follow up actions as required, and coordinate follow up on action items. Assist in the compliance of existing Health and Safety policy, safe working practices Ensure all service providers remain compliant to the policies Ensure building plans are kept up to date Recommend improvements that could be made to the system and administration of services. Support in scheduling and managing tasks on the system Support with integration and coordination of systems Produce reports - Daily reports, look ahead weekly reports and other specific

Project Management
Effective communication
Ability to make difficult decisions
Accountable
Relationship Building
Attention to Detail
Conflict Resolution
Reliable and Dependable

Specific requirements
4 -6 years experience in a similar role working within a highly dynamic and complex environment, with specific experience related to developing Site Management and operations Flexible attitude and being able to adapt to rapid change.
Sufficient experience of overseeing an effective system for facilities or maintenance service in a busy organization
Experience of working with contractors and suppliers and monitoring of service standards
Proven experience of delivering excellent customer care and service in a large organization
Experience of working with internal and external stakeholders
Strong negotiation and presentation skills.
Ability to work closely and cooperatively with internal and external stakeholders.
Ability to provide 'hands on' support with the venue team and work extended hours when required.
Basic project management skills of budget, timeline and resources
Organizational, time-management, computer and administrative skills.
Excellent Microsoft Excel skills
University/College degree
Experience in a call center environment
Collaborates well with other business functions and a good integrator
Ability to build a network of across

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

We take pride in what we do
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