Team Leader - Contact Center
Full time
at A local bank in Sharjah in
Sharjah, UAE
Job highlights
Posted on August 20, 2017- Professional background in
- Job level Experienced
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Pays salary of
AED 8,000 - AED 10,000 /month
(Fixed Salary) - Nationality Algeria, Egypt, Jordan, Comoros, Lebanon, Morocco, Oman, Palestine, Saudi Arabia, Somalia, Tunisia, Yemen
Job details
Non-Arabs not suitable for this job opportunity!
Looking for experienced Team Leaders from RETAIL BANKING Contact Center's for a local bank in Sharjah on outsourced payrolls.
Job Purpose
To manage day-to-day operations of the Contact Centre to ensure that all Contact Centre Agents activities are managed and directed efficiently to meet the required service standards & provide management with regular & comprehensive reports / feedback and deliver superior services to existing and potential customers.
Job Description
Delivery of Team Key Performance Indicators.
Increasing agents' productivity by following Contact Centre productivity standards.
Operational management of team & shifts scheduling.
Working as Contact Centre Agent at the time of crisis and high calls volume.
Cross selling & maximizing converting incoming calls to business opportunities.
Review all daily/weekly/monthly agents reports and taking all required corrective actions.
Accurate and timely MIS & feedback reporting.
Team training, development, coaching & counselling.
Calls monitoring, quality assurance, scripting and complaints 'handling & problems' resolution.
Follow up customers' requests & deliver as promised.
Ensure strict adherence to laid down procedures to avoid delay, errors, irregularities and risks to improve service standards on continuous basis to support the Bank's quality initiatives and to improve customer satisfaction.
Ensure strict compliance to all policies, procedures and security measurements to control risk and save bank interest and assets and all complaints and problems are handled and solved appropriately.
Maintains statistics on work activities and bring to the attention of the respective Head of Department/s OR any patterns of particular interest.
Ensure to comply with the audit requirements, internal and external reporting obligations etc. in line with the policy guidelines, to ensure high standards of uniformity and consistency across the Bank.
Mandatory Requirements on this role from our Client -
Arab Nationality.
Min. 3+ yrs in a Retail Banking Call center (Inbound / Outbound) , preferably in the UAE.
1+ yr managing a 8+ member team either as a Supervisor OR a Team Leader.
Bilingual - Fluency in native UAE Arabic dialect & English language .
Proven Track Record Of Meeting & Exceeding Sales and Customer Service Targets.
Has supervised / managed a contact center team size of min. 10-15 staff.
MIS & Analytical skills and applications knowledge.
Problem solving & complaints handling.
Immediate joiners most preferred.
1. Current Remuneration : Salary + benefits in AED
2. Expected remuneration : Salary + benefits in AED
3. Current visa status : Visit / Tourist / Employment / Residence
4. Total department Team size : Nos.
5. Total team members reporting to you : Nos.
6. Nationality :
Note:
We do not have any openings available for candidates with no banking/financial industry experience.
Due to high volume of CV's being received by us, only shortlisted candidates will be contacted.
Do not send sales banking profiles as we do not work on them nor have the time to forward them to relevant people.
If you are not looking for change you may want to refer someone.
Thank you and all the best in your career endeavors!
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