Manager, Contact Centre Operations

Team Supervision (only for Team leaders and supervisors) ▪ Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy. ▪ Provide on-the-job training and constructive feedback to assigned team to support their overall development. ▪ Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank. or ▪ Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy. ▪ Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank. Budgeting and Financial Performance ▪ Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management. Policies, Systems, Processes & Procedures ▪ Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service. Continuous Improvement ▪ Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction. Reporting ▪ Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards. Specific Job Accountability ▪ Handle a team of CSR’s providing 24/7 customer support to the Bank customers ▪ Maintaining service level as per SLA ▪ Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis ▪ Conduct Quality calls evaluation for the centre ▪ Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development ▪ Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA ▪ Supervise both the morning and evening shifts on rotation shifts ▪ Supervise processes and instructions handled by agents on day to day basis ▪ Handle difficult complaints or customers during an escalation by an agent ▪ Ensure operational controls are always maintained, and department complies with internal policies and regulations ▪ Supervise the 24 hours, 365 days a year shift operation of the call centre ▪ Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis ▪ Conduct training programs and link with post evaluation program ▪ Encourage team spirit ▪ Promote staff motivational programs in form reward and recognition ▪ Ensure all agents on their shifts on time ▪ Monitor sales performance and lead generation per staff ▪ Promote cross selling and sales achievements by target per agent ▪ Conduct monthly appraisal for the team members ▪ Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service ▪ Recommend training needs and additional quality controls relevant to the role ▪ Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks ▪ Authorised to take decisions as per the approved authorization matrix

Minimum Qualifications: ▪ Bachelor’s degree Minimum Experience: ▪ 3 years relevant experience in customer service / Contact Centre 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 skill in English & Arabic

Team supervision and development for CSR staff, monitoring 24/7 call centre operations, maintaining SLA and service quality, handling escalations, coaching and training, conducting quality calls evaluation, managing shifts, enforcing policies and governance, reporting at multiple levels, driving customer experience improvements and NPS, promoting cross-selling, conducting monthly appraisals, identifying training needs, and ensuring compliance with group policies and authorization limits.