This job posting has expired
Expired on March 26, 2026
Supervisor/Team Leader - Contact Centre
Job Description
Responsible for handling a team of CSR’s providing 24/7 customer support to existing customers and new prospects. The role involves monitoring adherence to SLAs, providing intensive coaching to staff, and continuously reviewing work processes for improvement.
Responsibilities
- Organise and supervise the work of the assigned team to ensure that all work within a specific area of activity is carried out in an efficient manner
- Provide on-the-job training and constructive feedback to assigned team to support their overall development
- Monitor the financial performance of a given area of activity versus budgets
- Handle a team of CSR’s providing 24/7 customer support to the Bank customers
- Maintaining service level as per SLA
- Conduct Quality calls evaluation for the centre
- Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA
- Handle difficult complaints or customers during an escalation by an agent
- Conduct monthly appraisal for the team members
Qualifications
- Bachelor’s degree
- 3 years relevant experience in customer service / Contact Centre
- Should hold valid UAE National family book (Mandatory)
- Excellent communication skill in English & Arabic