qatar jobs Team Leader, CET - Commercial Bank of Qatar
jobs description: jobs in Qatar Team Leader, CET - Commercial Bank of Qatar
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
Team Management
- Lead and manage a team of agents assigned to ensure their overall performance, scorecard and service quality.
- Mentoring and coaching and observing their performance and ensure agent development.
- 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.
- Ensure the team is updated with their performance and have performance discussion with team and provide constructive feedbacks.
- Execute customers’ requests as per agreed procedure, escalate issues to higher level, send reminder/warning for violations
Contact Centre Operations
- 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.
- Perform floor monitoring and back up and monitor shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.
- Perform specific responsibilities assigned to ensure all aspects of Contact Centre operations run well and Contact Centre achieve its KPI: not limited to forecasting, scheduling, CSAT monitoring, cross sell monitoring, etc.
- Handle escalations and complaints and provide customers with immediate resolutions
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
- Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.
- 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.
- Well organized and able to handle several issues at once, prioritizing what to do first. have a positive attitude and set a good example. They serve as advocates for their teams and look for ways to help team members succeed
Job Details
Posted Date: | 2024-02-22 |
Job Location: | Qatar |
Company Industry: | Banking |
Preferred Candidate
jobs in Qatar Team Leader, CET - Commercial Bank of Qatar ,jobs in Qatar,Team Leader, CET - Commercial Bank of Qatar jobs