Customer Service Manager
1 week ago
We are seeking a highly skilled and experienced Customer Service Manager to lead our Contact Centre Operations team. As a key member of our organization, you will be responsible for ensuring exceptional customer service and driving business growth.
Key Responsibilities- Team Supervision: Organize and supervise the work of the assigned team to ensure efficient and effective customer service delivery. Provide on-the-job training and constructive feedback to support team development.
- Budgeting and Financial Performance: Monitor financial performance and ensure all activities are carried out in line with approved guidelines. Promptly report any variances to management.
- Policies, Systems, Processes & Procedures: Implement policies, systems, and procedures for the assigned team to ensure compliance with relevant procedural and legislative requirements.
- Continuous Improvement: Participate in identifying opportunities for continuous improvement and sustainability of systems, processes, and practices.
- Reporting: Prepare sectional statements and reports timely and accurately to meet First Abu Dhabi Bank requirements.
As a Customer Service Manager, you will be responsible for handling a team of Customer Service Representatives providing 24/7 customer support to First Abu Dhabi Bank customers. Maintain service level as per Service Level Agreement (SLA). Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis. Conduct Quality calls evaluation for the centre. Enthusiastically manage the development of the team by ensuring they receive adequate counselling, coaching, and training. Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap-up time, and SLA. Supervise both the morning and evening shifts on rotation shifts. Handle difficult complaints or customers during an escalation by an agent. Ensure operational controls are always maintained, and department complies with internal policies and regulations. Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on a continuous basis. Conduct training programs and link with post-evaluation programs. Encourage team spirit. Promote staff motivational programs in the form of reward and recognition. Ensure all agents are on their shifts on time. Monitor sales performance and lead generation per staff. Promote cross-selling and sales achievements by target per agent. Conduct monthly appraisals for the team members. Recommend and advise actions, feedback to improve customer experience and Net Promoter Score (NPS) of contact centre service. Recommend training needs and additional quality controls relevant to the role.
Requirements- Minimum Qualifications: Bachelor's degree.
- Minimum Experience: 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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