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Manager- Contact Center (Emirati only)
Full-time Sub Division: CB Sales & Distribution Division: Consumer Banking Group - UAECompany Description
Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.Job Description
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)Budgeting and Financial Performance
▪ 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
▪ 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 ImprovementReporting
▪ Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.Specific Job Accountability:
▪ Handle a team of CSR’s providing 24/7 customer support to the Bank customersFRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY:
▪ Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworksQualifications
Minimum Qualifications:Minimum Experience:
▪ 3 years relevant experience in customer service / Contact CentreKnowledge, Skills, and Attributes:
▪ Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-taskingThis job is no longer accepting applications.
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