Senior Team Leader, CET
Job Description
Short Description
Commercial Bank Innovation Services is looking to hire Senior Team Leader in our Contact Centre department.
Key Accountabilities
Execute customers’ requests as per agreed procedure, escalate issues to higher level, send reminder/warning for violations.
Key Interactions
Team Management
– Lead and manage a team of agents assigned to ensure their overall performance, scorecard and service quality.
– Mentoring and coaching and observing their performance and ensure agent development.
– Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development and performance improvement. Recognize them and let them know they are involved and host regular team meetings.
– Ensure the team is updated with their performance and have performance discussion with team and provide constructive feedbacks.
Contact Centre Operations
– Monitor day to day Contact Centre operations covering all interactions (calls, emails, social media, etc) for service requests and complaints to ensure fulfilment within TAT and the standard quality.
– Perform floor monitoring and back up and monitor shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.
– Perform specific responsibilities assigned to ensure all aspects of Contact Centre operations run well and Contact Centre achieve its KPI: not limited to forecasting, scheduling, CSAT monitoring, cross sell monitoring, etc.
– Handle escalations and complaints and provide customers with immediate resolutions.
Continuous Improvement
– Contribute to the identification of opportunities for continuous improvement of systems, processes and practices in order to facilitate cost optimization and productivity improvement.
– Contribute to CBQ “Change the Bank” initiative by actively participating in bank-wide transformation projects.
– Ensure own and team supports to projects/UAT or other activities during system enhancement and projects implementation.
Statement and Reports
Assist in the preparation of timely and accurate department statements and reports to meet CBQ and department requirements, policies and standards.
Provide reports to the manager / supervisor within agreed time and assists supervisor in agent’s evaluation.
Policies, Systems, Procedures, Risk Management
– Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.
– Follow and ensure team adherence to departmental policies, processes, SOPs and instructions so that work is carried out in a controlled and consistent manner. Oversee team timely response on QA and Audit findings with proper action plans for mitigations.
– Consistently become the risk champion in to mitigate risk in daily operations of Contact Centre as well as identifying, escalating and fixing risk items.
Skills
Other Accountabilities
Minimum Qualifications:
Bachelor’s degree in business or equivalent
Minimum Experience:
2-3 years’ relevant experience in Contact Centre with progressively increasing supervisory responsibility including mentoring team.
Knowledge, & Other skills:
Excellent knowledge on Contact Centre operations and technical knowledge on Contact Centre applications.
Strong people management skills and good communication and collaboration skills.
Ability to interact with internal and external stakeholders in a multi-cultural environment.
Excellent time management and work under pressure.
Very well versed in presentation and MS Office (in particular Excel and Powerpoint) skills.
Strong analytical skills to deep dive and perform analysis to discover trends, insights on customer calling and call volume.
English and Arabic speaking preferred.
Competencies
Communication
Interpersonal Skills
Listening Skills
Teamwork
