Team Leader

1 week ago


Dubai, United Arab Emirates On Time Full time

The Team Leader is responsible for the day to day management of a team of customer service advisors within the service point dealing with transactions payments, credits and refunds to agreed performance standards.

**KEY RESULTS AREAS**

1. Productivity - ensure that team of customer service advisors achieve the established productivity goals consistently on a daily, weekly and monthly basis.

2. Customer Satisfaction - ensure that customers’ concerns and issues are addressed within the given timeframe and adequate attention is provided to convert satisfied customers to become loyal customers.

3. Quality champion - responsible for championing ISO certification and high-quality team and individual output.

4. Communication - timely and effective communication with internal teams and organization on new service and solution related requirements and procedures.

5. Team Attendance - responsible for ensuring that unexcused team absences are eliminated

ISO compliance - implement, maintain and ensure compliance of ISO processes by all staff set in respective department/ area. Responsible for taking corrective and preventive actions related to the site

**JOB CONTEXT & ESSENTIAL FUNCTIONS**

1. Responsible for the supervision, performance evaluation, support, organization and coordination of the day to day work of a team of customer service advisors within the service point.

2. Ensure that customer enquiries and concerns are dealt within the performance and service standards as laid down by company and client policies and guidelines.

3. Personally deal with more complex enquiries, including complaints and enquiries, in accordance with company’s set procedure.

4. Maintain effective relationships with service colleagues, key stakeholders, contractors, hard to reach groups, the wider community and other organizations to ensure the effective delivery of customer services.

5. Prepare, analyze and submit daily reports, POS reports and other performance reports to supervisor on a timely basis.

6. Challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date with customer services center best practice to improve customer satisfaction and reduce costs.

7. Maintain and develop a thorough and up-to-date working knowledge of On Time Government services including procedures, guidance and legislation to deal with customer enquiries.

8. Implement any changes to procedures, business processes, technology and legislation.

9. Continually assess the effectiveness of the team, especially in terms of quality of service and make any necessary adjustments. This includes monitoring waiting and serving time and other established performance metrics.

10. Critically analyze information, monitor performance and make recommendations for continuous improvement to meet targets.

11. Ensure that customer service advisors achieve the required performance targets and standards in accordance with the business plan.

12. Monitor and report progress and performance, provide feedback and take appropriate corrective action.

13. Ensure daily closing is consistently done on draft invoices and unprocessed transactions.

15. Perform other functions which may be assigned from time to time by management.

16. Maintain safe and clean work area by complying with procedures, rules, and regulations.

17. Maintain continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.

18. Contribute to team effort by accomplishing related results as needed.

19. Address customer and employee satisfaction issues promptly

20. Assist in development and implementation of new procedures and features to enhance the workflow of the branch.

21. Bring out the best of branch’s personnel by providing training, coaching, development and motivation

22. Conduct monthly auditing and site inspection for the branches

23. Inform the Accounting department of suspicious activities and actions related to finances for prompt attention.

**EDUCATION & EXPERIENCES**
- Bachelor’s degree in Business or related course
- At least 2 years’ experience in the same capacity

At least 4 years’ experience in a customer-service oriented industry

**Salary**: AED4,000.00 - AED5,000.00 per month

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)


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