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Emiratized Contact Centre Professional

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Abu Dhabi Bank Full time

Emiratized Contact Centre Role:

We are committed to Emiratization and strive to attract, develop, and retain UAE nationals in key roles across the bank. As a contact centre professional, you will play a critical role in delivering exceptional service to our valued customers, driving sales growth, and improving operational efficiency.

Main Responsibilities:

  1. Team Leadership: Lead a high-performing team of customer service representatives, setting goals and objectives to drive sales growth and improve customer satisfaction.
  2. Culture Development: Foster a positive and inclusive work environment, promoting a culture of excellence, innovation, and teamwork.
  3. Quality Assurance: Conduct quality call evaluations, identifying areas for improvement and implementing corrective actions to maintain high service standards.
  4. Employee Development: Provide ongoing coaching, mentoring, and training to enhance the skills and knowledge of team members.
  5. Operational Excellence: Monitor and analyze key performance indicators (KPIs), making recommendations to improve operational efficiency and reduce costs.
  6. Sales Growth: Develop and implement strategies to increase sales revenue, promoting cross-selling and upselling opportunities to existing customers.
  7. Communication: Collaborate with internal stakeholders to resolve customer complaints and issues, maintaining open communication channels to ensure seamless delivery of services.

Requirements:

A minimum of 3 years' experience in a customer-facing role, preferably in a contact centre environment, is essential. Bachelor's degree required. Excellent communication skills in English & Arabic are mandatory.