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Contact Centre Technology Solutions Lead
1 week ago
At First Abu Dhabi Bank (FAB), we are committed to fostering growth through innovation, agility, and differentiation. We are seeking a highly skilled Contact Centre Technology Solutions Lead to join our team.
Job DescriptionThe successful candidate will be responsible for leading project handling of Contact Centre by raising IT requirements, designing new processes and features within the CRM and IVR channel. This will involve providing efficient solutions to increase productivity, First Call Resolution, and Net Promoter Score. Additionally, the role will entail service migration to self-service channels and enabling automation to tasks and processes, thus improving team productivity and reducing human errors.
As an IVR Channel Owner, the candidate will manage day-to-day operations of all direct banking channels activities. This will require an astute knowledge of the working dynamics of IVR technologies and ensuring the Self-service proposition is kept at par with the demands of the Contact Centre business by employing new strategies and solutions that increase Digital Migration.
The successful candidate will also be the first line of support for all Avaya and telecom-related issues and work with respective IT stakeholders to ensure smooth functioning of Contact Centre telephony apparatus.
Key responsibilities will include supervising work assigned to the team, ensuring that all work within a specific area of the activity is carried out in an efficient manner, consistent with operating procedures and policy. The role will also involve leading the team in identifying potential areas of improvement and opportunities to streamline tasks by introducing system automation to increase operational efficiency.
Furthermore, the candidate will be responsible for enabling STP processes for service handling to reduce fulfilment timeliness for an enhanced customer experience. An in-depth understanding of contact centre requirements and close collaboration with the operations team will be necessary to formalize and author Project BRDs and improvement requirements to effectively manage and improve the technology offering at the Contact Centre.
The successful candidate will review and sign off the Functional Service Document (FSD), Technical Solution Architectures for BRDs raised, and ensure a successful end-to-end implementation. Efficient planning and execution of UAT with close coordination with IT partners will be required to ensure a successful and steadfast implementation of technology solutions.
Maintaining high standards of quality assurance and meeting turnaround times will be essential to delivering exceptional results. This includes performing daily checks on all Contact Centre applications and collaborating with IT stakeholders to resolve any issues promptly. The role will also involve overseeing the migration of services from human-assisted to AI-based Virtual Agent self-service.
Effective communication and interpersonal skills will be crucial in establishing strong relationships with clients, senior management, and other departments. Strong analytical skills and business logic will be necessary to evaluate complex problems and develop innovative solutions.
The ideal candidate will possess a Bachelor's degree, commercial and technical qualifications, and relevant experience in the customer service industry. General banking experience with sound operational understanding is mandatory. Familiarity with MS Office, advanced Excel, and good number crunching and analysis skills is essential.
