Assistant Vice President, Contact Centre Operation
Job summary / introduction
The role is responsible for managing the day-to-day operations of the assigned contact centre site. Supervising team managers to enhance customer service experience and satisfaction by ensuring efficient contact centre operations. The role is required to support the operations head in day-to-day operational needs.
Key responsibilities
Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, consistent with operating procedures and policy.
Provide on-the-job training and constructive feedback to the assigned team to support their overall development.
Promote the organisation's values and ethics in all activities within the team to support the establishment of a value-driven culture within the bank.
Provide guidance and on-the-job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks efficiently and consistently with operating procedures and policy.
Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with approved guidelines while promptly reporting any variances to management.
Provide inputs and implement policies, systems, and procedures for the assigned team so that all relevant procedural and legislative requirements are fulfilled while delivering a quality, cost-effective service.
Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies, and quality standards.
Ensure team managers and staff are knowledgeable of the products, processes, and systems.
Ensure all staff are knowledgeable of the rules and procedures of the centre and that these are enforced consistently and fairly among all staff.
Ensure the centre is running smoothly. Monitor and guide managers in their day-to-day activities and team management.
Ensure processes and controls to mitigate risk in the contact centre by ensuring adherence to the laid-out standards.
Ensure optimum workforce management to meet agreed business SLAs.
Analyse and provide recommendations to the platform and business on ways and means of enhancing customer experience.
Display knowledge and understanding of the performance measurement process and monitor indicators of contact centre operations MIS.
Contribute to the MIS on contact centre indicators, call volume trends, and analytics to help decision-making.
Track agent and team performance. Track and share daily and monthly reports. Maintain all relevant reports agent and team wise.
Track agent and team incentives earned for cross-sell and up-sell of all product types. Track and share daily and monthly sales volume reports. Maintain all relevant reports agent and team wise.
Ensure optimum utilization of available tools such as CMS and WFM system for data extraction, analysis, and presentation.
Provide assistance to resolve problems pertaining to issues within own function and cross-functional teams.
Optimize resource utilization and manage costs in line with business expectations.
Guide and motivate the team to continuously perform and meet customer service standards.
Requirements / qualifications
Minimum qualifications:
Graduate
Minimum experience:
5 years in a team leader role in a contact centre
Knowledge, skills, and attributes:
Customer service
Product knowledge
Quality focus
Problem solving
Market knowledge
Documentation skills
Listening
Phone skills
Resolving conflict
Analyzing information
Multi-tasking
Preferred / beneficial:
Excellent communication skills in English and Arabic (optional)
About us
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.
Life at FAB
Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization.
Career development
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.
Our values
At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.