Team Leader - Contact Center - Al Ain

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry.Job Description JOB PURPOSE: Responsible for leading a team of Customer Service Representatives (CSRs) providing 24/7 support to existing customers and new prospects. Monitor adherence to SLAs, uphold customer satisfaction standards, and focus on productivity through customer service and upselling. Provide coaching to new staff on products and systems, develop existing CSRs, mentor, and motivate staff. Continuously review work processes for improvement and ensure effective supervision.KEY ACCOUNTABILITIES: Team Supervision (for Team Leaders and Supervisors): Organize and supervise the team’s work to ensure efficiency and compliance with procedures and policies.Provide on-the-job training and constructive feedback to support team development.Promote organizational values and ethics within the team to foster a value-driven culture.Budgeting and Financial Performance: Monitor financial performance against budgets and report variances.Implement policies and procedures to ensure quality, cost-effectiveness, and compliance.Continuous Improvement: Identify opportunities for process improvements considering global standards, productivity, and cost reduction.Reporting: Prepare accurate and timely reports to meet departmental requirements.Specific Job Responsibilities: Manage a team providing 24/7 customer support.Maintain service levels as per SLA.Report at various levels on a daily, weekly, and monthly basis.Conduct quality evaluations of calls.Develop team through counseling, coaching, and training.Monitor performance metrics including occupancy, call duration, wrap-up time, and SLA adherence.Supervise shifts and daily processes.Handle escalations and difficult customer complaints.Ensure operational controls and compliance with policies.Oversee 24/7 shift operations.Provide ongoing coaching and training programs.Promote team spirit and staff motivation through rewards and recognition.Monitor sales and lead generation, promoting cross-selling.Conduct monthly appraisals and recommend training needs.Provide feedback to improve customer experience and NPS.Frameworks, Boundaries, & Decision-Making Authority: Operate within group policies and governance frameworks.Make decisions within the authorized matrix.Qualifications Minimum Qualifications: 3 years of relevant experience in customer service or contact centers.Valid UAE National family book (Mandatory).Knowledge, Skills, and Attributes: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Conflict Resolution, Analytical Skills, Multitasking.Excellent communication skills in English & Arabic. #J-18808-Ljbffr