Call/contact Center Team Leader

Roles : Responsible for the daily management of the call center operations in a 24/7 environment that includes: 1 - Staff management, continuous quality improvement

2 - Interactions with all levels of functions

Goals

• Ensuring the availability of required resources to carry out all the tasks related to the team’s functions
• Answering 90% of calls within 20s according to DOE guarantee standards
• Maintaining a high level of service level in all services provided to customers

Responsibilities

• Reviewing all team functions and to ensure that these functions are executed efficiently, accurately and in a timely manner
• Reporting overall performance and work progress of the team
• Supervising and evaluating staff performance, ensuring that staff use available knowledge resources to meet required quality within policies and procedures.
• Executing all customer facing transactions in line with company's customer strategy resulting in higher satisfaction and timely delivery of services
• Ensuring customer needs, problems and requests are recorded and addressed in a timely manner
• Ensure that all staff acquire the required skills and knowledge through appropriate training programs (in coordination with the Talent Management department)
• Coordinating shift roster for team members ensuring that the agreed shifts will be covered appropriately such that maximum calls can be responded to and to minimize the number of lost calls.
• Keep track of the attendance, behavioral parameters (such as courtesy, tact and discipline) as well as the operational efficiency of the team like call waiting time, hourly number of calls handled, supervisory intervention required, product knowledge demonstrated etc.
• Providing feedback, guidance and support to senior CRMs in enhancing their competence and performance.
• Providing orientation and support to new staff and trainees in the operational routines.
• Highlighting and review with seniors the significant shift events; follow up in order to resolve the issues/concerns.
• Reviewing continuously the operational practices in order to ensure compliance with the standards, procedures and guidelines.
• Handling incoming calls as requested to support contact center operations; taking charge of difficult customers and/or complex issues.
• Maintaining, review and follow up on the shift logs/records and generate routine and specific reports and statistics for review by superiors.
• Demonstrating proficiency in the day-to-day operational routines of the Contact Centre. Keep abreast of the products, services, corporate profile, procedures etc.
• Ensuring that all required information provided to CRMs to handle callers effectively. Ensuring the timely updating of customer information and the CSRs knowledge and skills.
• Identifying areas that require improvement, evaluates latest techniques followed worldwide, assesses, and recommends the scope of implementation as per business objectives and the local culture.
• Managing outbound campaigns and surveys by interfacing with the identified customers, capturing the responses, tabulating the responses as required; review with supervisor and assist in follow up, and manage the service level.
• Attending to major customer complaints that cannot be resolved by Customer Relationship Officers
• Ensuring that all staff acquire the required skills and knowledge through appropriate training programs (in coordination with the Talent Management department)

REQUIRED SKILLS :

• Organizational and communication skills (Excellent verbal & written communication skills)
• Strong quantitative, analytical, skills
• Efficient in MS Excel, and have a solid background in all MS Office products
• Ability to make quick decisions on limited information, with limited support
• Flexible in working hours to meet the needs of the business
• Leadership skills
• Ability to work under pressure.
• Time management

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (required)

Education :

• Bachelor's (preferred)

Experience :

• Team Leader in Call/Contact Center: 5 years (preferred)
• CRM system: 5 years (preferred)
• Quantitative/Statistical Analysis of Call Center Data: 3 years (preferred)