Company DescriptionNow it\'s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We\'re looking for the brightest and best to help us reach our goals and we\'ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry. JOB PURPOSE:Responsible for handling a team of CSR\'s providing 24/7 customer support to the existing customers/ new prospects, Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR\'s through customer service and up selling. Strong comprehension skills and solutions focused to Provide intensive coaching to new staff on products & systems at the same time develop existing CSR\'s, mentor staff, provide coaching and motivational assistance,. Continuously review work processes for improvement and effective supervision is offeredKEY ACCOUNTABILITIES:Team Supervision (only for Team leaders and supervisors)\xe2\x96\xaa Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.\xe2\x96\xaa Provide on-the-job training and constructive feedback to assigned team to support their overall development.\xe2\x96\xaa Promote the organisation\'s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. or\xe2\x96\xaa Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.\xe2\x96\xaa Promote the organisation\'s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.Budgeting and Financial Performance\xe2\x96\xaa Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.Policies, Systems, Processes & Procedures\xe2\x96\xaa Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.Continuous Improvement\xe2\x96\xaa Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.Reporting\xe2\x96\xaa Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standardsJob Context:Specific Job Accountability\xe2\x96\xaa Handle a team of CSR\'s providing 24/7 customer support to the Bank customers\xe2\x96\xaa Maintaining service level as per SLA\xe2\x96\xaa Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis\xe2\x96\xaa Conduct Quality calls evaluation for the centre\xe2\x96\xaa Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development\xe2\x96\xaa Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA\xe2\x96\xaa Supervise both the morning and evening shifts on rotation shifts\xe2\x96\xaa Supervise processes and instructions handled by agents on day to day basis\xe2\x96\xaa Handle difficult complaints or customers during an escalation by an agentEnsure operational controls are always maintained, and department complies with internal policies and regulations\xe2\x96\xaa Supervise the 24 hours, 365 days a year shift operation of the call centre\xe2\x96\xaa Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis\xe2\x96\xaa Conduct training programs and link with post evaluation program\xe2\x96\xaa Encourage team spirit\xe2\x96\xaa Promote staff motivational programs in form reward and recognition\xe2\x96\xaa Ensure all agents on their shifts on time\xe2\x96\xaa Monitor sales performance and lead generation per staff\xe2\x96\xaa Promote cross selling and sales achievements by target per agent\xe2\x96\xaa Conduct monthly appraisal for the team members\xe2\x96\xaa Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service\xe2\x96\xaa Recommend training needs and additional quality controls relevant to the roleQualificationsMinimum Qualifications:\xe2\x96\xaa Bachelor\'s degreeMinimum Experience:\xe2\x96\xaa 3 years relevant experience in customer service / Contact CentreKnowledge, Skills, and Attributes:\xe2\x96\xaa Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking\xe2\x96\xaa Excellent communication skill in English & Arabic

First Abu Dhabi Bank