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Contact Centre Operations Manager

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Gulf Bank PJSC Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to lead our Contact Centre Operations team. The successful candidate will be responsible for overseeing the day-to-day operations of the contact centre, ensuring that customer service standards are met, and driving business growth through effective team management and coaching.

Key Responsibilities
  • Team Supervision
    • Organise and supervise the work of the assigned team to ensure efficiency consistent with operating procedures and policy.
    • Provide on-the-job training and constructive feedback to support overall development.
    • Promote the organisation's values and ethics to establish a value-driven culture within the bank.
    • Provide guidance and on-the-job training for junior colleagues to facilitate achievement of team objectives.
  • Budgeting and Financial Performance
    • Monitor the financial performance of a given area versus budgets and ensure activities align with approved guidelines.
    • Provide inputs and implement policies, systems, and procedures for the assigned team.
    • Identify opportunities for continuous improvement and sustainability of systems and processes.
  • Reporting
    • Prepare sectional statements and reports timely and accurately to meet requirements and quality standards.
Job Context
  • Handle a team of CSR's providing 24/7 customer support to Bank customers.
  • Maintain service levels as per SLA.
  • Conduct Quality calls evaluation for the centre.
  • Manage the development of the team through adequate counselling, coaching, and training.
  • Monitor performance standards and operational controls.
  • Supervise the 24/7 shift operation of the call centre.
  • Offer ongoing coaching to enhance product knowledge and service.
  • Conduct training programs linked with post-evaluation.
  • Encourage team spirit and promote staff motivational programs.
  • Ensure punctuality of agents on their shifts.
  • Monitor sales performance and lead generation per staff.
  • Conduct monthly appraisals for team members.
  • Recommend actions to improve customer experience.
Requirements
  • Minimum Qualifications:
    • 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.