Real Time Management Officer (UAE Nationals ONLY)

Real Time Management Officer (UAE Nationals ONLY)

First Abu Dhabi Bank
5-8 years
Not Specified

Job Description



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 empha 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.

Job Details

Employment Types:

Function:

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.

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