Team Leader, Call Center

Role : Team Leader Call Center
Location : Abu Dhabi

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.

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 matter relating directly to the 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 allocate work and supervise the Call Centre Agents activities for timely results for both the customers and other relative 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 Call Centre Manager with 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 organizations vision mission and goals

Quality of Work:
Ensure timeliness and datelines are met
Consistency in achieving goals set
Continuous focus 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 of policies & procedures:
Comply and perform Key operational controls as required in ADIBs polices & procedures relating to Call Center in day to day operations.

Any other ad-hoc projects/task 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:

leadership qualities
to groom individuals
to drive team performance
communicational skills
of agent KPIs
thinking

Previous experience:

of 3 years in a junior leadership role
experience in a similar role would be an added advantage
experience in leading and small team (up to 20 individuals)
to Contact Center technologies
of basic agent KPIs