Overview
Team Leader Contact Centre Inbound – (Emiratised role) Jobs in Ras Al Khaimah, Ras al-Khaimah, United Arab Emirates at RAKBANK
Title: Team Leader Contact Centre Inbound – (Emiratised role)
Company: RAKBANK
Location: Ras Al Khaimah, Ras al-Khaimah, United Arab Emirates
At RAKBANK, we are committed to nurturing a culture of innovation, growth, and excellence. We go beyond being a bank – we are a thriving community fueled by teamwork, advanced solutions, and unwavering standards of governance.
Are you ready to lead, motivate a team, and craft outstanding customer experiences? If you excel in fast-paced environments, enjoy solving problems, and know how to inspire a team to perform at their best, this role is tailored for you!
Join us and be a part of shaping the future of RAKBANK!
Job Description
Lead your team to meet and exceed sales objectives, service expectations, and productivity benchmarks.
Examine and assess critical metrics such as call/chat volumes, service levels, and customer feedback to enhance efficiency.
Provide coaching, offer constructive feedback, and recognize potential leaders to elevate your team’s performance.
Take charge of initiatives aimed at boosting digital adoption across all customer interaction channels.
Handle customer escalations effectively, transforming challenges into opportunities.
Manage shift schedules, oversee workflows, and ensure compliance with service level agreements.
Supervise customer service requests, account freezes, and other approvals to uphold procedural accuracy.
Bridge communication between your team and management, sharing valuable insights and driving progress.
Support the team’s function as directed by the Head of Compliance Monitoring & Assurance, contributing to the CMA team’s alignment with the bank’s overall strategy.
Assist in organizing and compiling necessary data and MIS reports for CCO, MCRC, and board committees.
Explore opportunities to enhance work accuracy and efficiency through data analytics, technology, and automation.
Qualifications
A university degree or equivalent qualification.
2 to 4 years’ experience in a medium-sized contact center setup.
UAE National with a family book.
Strong analytical abilities and excellent interpersonal skills.
Capability to collaborate effectively with a team or work independently.
Adaptability to function within a loosely structured environment.
Additional Information
What’s In It for You
Pay for performance culture (Competitive and performance-linked compensation)
Diverse workforce and inclusive culture
Career development and growth opportunities by design
Work with the best minds in the field
Get opportunities to bring your whole self to the organization and perform to your best.
