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)xe2x96xaa 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.xe2x96xaa Provide on-the-job training and constructive feedback to assigned team to support their overall development.xe2x96xaa 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. orxe2x96xaa 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.xe2x96xaa 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 Performancexe2x96xaa 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 & Proceduresxe2x96xaa 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 Improvementxe2x96xaa Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.Reportingxe2x96xaa Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standardsJob Context:Specific Job Accountabilityxe2x96xaa Handle a team of CSR's providing 24/7 customer support to the Bank customersxe2x96xaa Maintaining service level as per SLAxe2x96xaa Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basisxe2x96xaa Conduct Quality calls evaluation for the centrexe2x96xaa Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal developmentxe2x96xaa Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLAxe2x96xaa Supervise both the morning and evening shifts on rotation shiftsxe2x96xaa Supervise processes and instructions handled by agents on day to day basisxe2x96xaa Handle difficult complaints or customers during an escalation by an agentEnsure operational controls are always maintained, and department complies with internal policies and regulationsxe2x96xaa Supervise the 24 hours, 365 days a year shift operation of the call centrexe2x96xaa Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basisxe2x96xaa Conduct training programs and link with post evaluation programxe2x96xaa Encourage team spiritxe2x96xaa Promote staff motivational programs in form reward and recognitionxe2x96xaa Ensure all agents on their shifts on timexe2x96xaa Monitor sales performance and lead generation per staffxe2x96xaa Promote cross selling and sales achievements by target per agentxe2x96xaa Conduct monthly appraisal for the team membersxe2x96xaa Recommend and advise actions, feedback to improve customer experience and NPS of contact centre servicexe2x96xaa Recommend training needs and additional quality controls relevant to the roleQualificationsMinimum Qualifications:xe2x96xaa Bachelor's degreeMinimum Experience:xe2x96xaa 3 years relevant experience in customer service / Contact CentreKnowledge, Skills, and Attributes:xe2x96xaa Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-taskingxe2x96xaa Excellent communication skill in English & Arabic