Senior Specialist Call Centre

Contribute to call centre activities, including managing databases, receiving, and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner as prescribed. Contribute to follow-up actions and responses to internal and external clients. Contribute to managing day-to-day call centre workflow ensuring service excellence to all clients. Key Responsibilities/Duties: Strategy and Planning: Contribute to the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA’s overall policies and procedures. Contribute to the development, implementation, and update of the sections’ strategic, budget, procurement, and operational plans ensuring alignment with the department and sector strategy and objectives, and ADAA’s mission and vision. Contribute to the development of the section Key Performance Indicators (KPIs) and ensure to meet individual KPIs to improve efficiency and effectiveness. Operations: Contribute to receiving, logging, and directing calls in the correct category as per department processes and as instructed. Ensure best practices and standards are followed to provide excellent service. Contribute to developing a customer database using ADAA systems and processes as instructed. Contribute to continuously updating customer database and records on ADAA systems as instructed. Contribute to managing the communication process and its improvements as instructed. Contribute to responding to customer queries accurately and in a timely manner as per ADAA policy and procedures and as instructed. Contribute to developing and maintaining call centre service standards for communicating with internal and external customers as instructed. Contribute to following up on the status of customer requests and queries raised as instructed. Contribute to developing reports and presentations for updates on all initiatives and progress on KPIs to present to management as instructed and required. Carry out any other tasks and activities assigned by the leadership and as instructed. Talent Management and Development: Ensure completion of required trainings and certification programs to keep current with job requirements and ensure continuous performance improvements. Obtain timely performance review assessments for midyear and annual performance reviews and ensure to meet the set KPIs. Keep current with updated information relevant to the role to ensure standard performance level is achieved. Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance. Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy. Corporate: Ensure adherence and compliance with all ADAA corporate policies, procedures, and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.). Prepare section-related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness, and accuracy of information. Retain, document, preserve, and archive section-related physical and electronic records in accordance with relevant policies and procedures. Respond to any section-related queries and provide required support to relevant ADAA’s organizational units and employees as and when required. Utilize relevant technologies used within ADAA to optimize work efficiency. Demonstrate compliance with ADAA’s values, Code of Business Conduct, and ethics at all times to support the establishment of a value-driven culture within the Authority. Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction. Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements and quality standards. Cooperate in the implementation of relevant health and safety legislation, policies, and procedures in the performance of duties. General: The level of performance should reflect academic qualifications, type of courses in the field of specialization, employee job level, and productivity level. The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee’s Individual Development Plan. Perform tasks and responsibilities independently unless approval or directive was obtained to delegate tasks to other employees in case of incapability to perform the tasks and responsibilities. Ensure teamwork, collaboration, and dedication in performing duties. #J-18808-Ljbffr