Team Leader, CET - Qatar, دولة قطر - Commercial Bank of Qatar

وصف

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

Skills

Education

• Bachelor degree or equivalent