Role: Team Leader, Call Center
Location: Ras Al Khaimah
Role Purpose:
- To lead and manage a team of Call Center agents in delivering world class customer service as well as achieving the other KPIs set out by the Senior Management Team.
Key accountabilities of the role:
Operational Readiness:
- Manage and lead a team of Call Center Agents in driving performance based on the KPIs set and ensuring efficiency and effectiveness.
- Work closely and coordinate with the Call Center Operations team on matters relating directly to efficiency and daily operations management
- Ensure regular update of performance with subordinates, peers and line manager(s).
- Ensure Team work at all levels.
- As a daily routine we allocate work and supervise the Call Centre Agent’s activities for timely results for both the customers and other related departments/branches. Informally coach and guide staff for better performance
Human Resource/People:
- Continuous coaching and mentoring on individuals within the team.
- Continuous engagement with the individuals within the team to reduce attrition.
- People development
- Providing support and guidance to the individuals within their teams.
- Lead by example
- Review & recommend staff training requirements to Operations Manager on a quarterly basis.
- Prepare and provide the Call Centre Manager with an agenda relating to Call Centre issues, customer service issues & staff issues, for monthly staff meetings.
- Focusing team members on the purpose and task of the project; reminding the team of the result the organization is looking for and how it fits with the organization's vision, mission and goals
Quality of work:
- Ensure timeliness and datelines are met
- Consistency in achieving goals set
- Continuous focus on the team to ensure nothing less than world class service delivery.
- Reduce complaints within the team through regular coaching and training
- Handle escalated customer complaints effectively and efficiently.
- Follow-up on customer complaints and operational issues logged in the system with the respective areas for fulfillment and ensure that the resolutions are promptly communicated to customers outlined in the SLAs.
Continuous Improvement:
- Continuously find ways of improving processes that will improve efficiency, reduce rework and improve customer experience.
- Focus on the team to deliver on ‘migration’ initiatives and to transition the team into a profit center.
Compliance with policies & procedures:
- Comply and perform Key operational controls as required in ADIB’s polices & procedures relating to Call Center, in day-to-day operations.
- Any other ad-hoc projects/tasks assigned by Service Manager.
Results expected:
- An efficiently run and managed team
- Meeting all KPIs set out by Senior Management
- Reduce attrition within the team.
- Reduce complaints and unnecessary queries.
- Improved quality of calls.
- Continuously improve Mystery Shopper results.
Specialist skills / technical knowledge required for this role:
- Excellent leadership qualities
- Ability to groom individuals
- Ability to drive team performance
- Excellent communication skills
- Knowledge of agent KPIs
- Forward thinking
Previous experience:
- Minimum of 3 years in a junior leadership role
- Previous experience in a similar role would be an added advantage
- Previous experience in leading small teams (up to 20 individuals)
- Exposure to Contact Center technologies
- Understanding of basic agent KPIs