Job Summary
.Manage a team of Contact Centre agents and day to day Contact Centre operations including Work Force Management, Quality, Service Levels and customer satisfaction.
Key Accountabilities
Contact Centre Operations and Team Management
- Perform forecasting and scheduling, floor monitoring and back up, and shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.
- 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.
- Handle escalations and provide customers with immediate resolution.
- Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.
- Identify and apply different coaching methods for existing agents on a daily basis.
- 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.
- Have performance discussion with team and provide constructive feedbacks.
- Actively build banking knowledge, seeking opportunities to learn from new experiences.
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
- 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.
Other Accountabilities
Key Interactions
Internal
Other functions within Customer Contact Centre, Branches, other departments in CBIS and CB
External
Customers
Competencies
Adaptability/Flexibility
Communication
Creativity/Innovation
Customer Focus
Customer Service
Decision Making/Judgment
Dependability
Initiative
Integrity/Ethics
Interpersonal Skills
Job Knowledge
Listening Skills
Personal Organization
Planning
Problem Solving/Analysis
Process PRIME postings manually
Process transaction vouchers received from various Departments (internal)
Productivity
Quality
Receipt and verify the posting and payroll documents received
Results Focus
Self Development
Sense of Urgency
Strategic Thinking/Management
Summary
Teamwork
Vision and Values
Skills
Ability to interact with internal and external stakeholders
Ability to work under pressure
Accuracy and attention to detail
Arabic speaking preferred
Awareness of local cultural and social factors, and labour law provisions
Bilingual (Arabic & English)
Bilingual language skills in English and Arabic
Customer Service
Knowledge of various aspects government requirements and processes of visas, work permits, medical clearance etc
Numerical skills
Proficiency in oral and written English & Arabic (Preferred).
Proficiency in written and spoken English
Risk Management
Security Procedures
Thorough knowledge and understanding of Local Labor Laws regarding Qatarization
Time Management skills
Education
Bachelor’s Degree, in Business-related major
DETAILS TO REGISTER FOR THIS JOB:
https://career2.successfactors.eu/career?career_ns=job_listing&company=thecommerc&navBarLevel=JOB_SEARCH&rcm_site_locale=en_GB&career_job_req_id=7701
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