Real Time Management Officer (UAE Nationals ONLY)

  • Full-time
  • Sub Division: CB Sales & Distribution
  • Division: Consumer Banking Group - UAE

Company Description

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

JOB PURPOSE:

Responsible for Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR’s.

Job Context:

Specific Job Accountability

  • Maintain service level as per SLA.
  • Be up to date with product knowledge, processes, and system practices.
  • Monitor inbound CSR adherence and unplanned out of calls activities.
  • Efficiency Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis.
  • Monitor and emphasize standards of performance, occupancy rate of available time, call duration, answer rate, wrap up time and SLA.
  • Supervise the 24/7 shifts in contact center operations.
  • Maintain CSR-wise records by updating files for unplanned absence/sick leaves
  • Conduct live call barge-in and daily call monitoring
  • Maintain and generate reports for team records of monthly one on one and weekly meetings.

Qualifications

Minimum Qualifications:

  • Bachelor’s degree

Minimum Experience:

  • 5 years relevant experience in customer service / Contact Center

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
  • Excellent communication skills.
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