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Contact Center Team Leader Jobs in Abu Dhabi, UAE
Responsibilities
- Adheres to the division’s policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
- Contributes towards an innovative culture of continuous improvement for enhancing operational efficiency and effectiveness.
- Participates in meetings and maintains professionalism and confidentiality as per the organization’s standard code of conduct.
- Completes personal performance evaluation cycle in a timely manner.
- Ensure that the respective department service levels and turnaround time are always met.
- Mentor and give direction to Call Centre Agents and provide training on best practices.
- Assist management in ensuring performance goals are met.
- Assist Call Centre Agents with difficult cases and escalations.
- Ensuring Call Centre Agents understand and comply with all call center objectives, performance standards, and policies.
- Ensures delivery of excellent patients’ service through fast and accurate processing of calls, communication, and coordinating with other partners to resolve inquires.
- Monitor queue and track inbound calls.
- Circulate new product information to the agents
- Conduct monthly performance reviews with all contact center agents.
- Conduct ad hoc coaching sessions whenever is necessary.
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Ensure that all consumed leave types are captured and submitted in Oracle system.
- Manage the contact center agent’s absenteeism and take the necessary action in line with Mubadala Health HC policy.
- Anticipate escalation and take over calls when needed.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Be ready during on-call shifts to assist contact center agents.
- Manage the contact center agent’s appraisal, and Performance Improvement Plan.
- Communicates effectively with team members and maintains good inter-functional liaison to ensure smooth implementation of operational activities.
- Communicates applicable regulatory requirements in a timely and clear manner within the division.
- Maintains a consistent and clear communication with the respective assigned contact center agents.
Qualifications
- Bachelor’s degree
- 3 years experience in contact center team leader role.
- 5 years of working knowledge of call center or any appointment call center background e.g., Insurance, hotel, airline, Telecommunication industry will be considered.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Fluent in Arabic and English; strong oral and written communication in both languages.
- Proficiency with Microsoft Office suite.
