Assistant Manager Support Call Center Dubai Islamic Bank

Dubai Islamic Bank is presently accepting applications from suitable candidate for the job role of Assistant Manager Support, Call Center. The selected candidate is responsible to assist in managing Call Center agents & Team Leaders to meet DIB customer service standards. The applicant is also responsible for overall service levels/ Abandoned rate at the call center, implement required action plans to enhance customer service as well as assist Line Manager on the implementation of ongoing projects.

Responsibilities of Assistant Manager Support Call Center

• To assist in monitoring the services provided by the bank for potential and existing customers. And increase focus on customer satisfaction by building a strong service culture. Provide leadership, development & coaching of team members.
• Monitor team member’s performance in the areas of Sales, Motivation and Performance  Management and provide report to the Line manager.
• Reviews management reports and suggested resolutions for improvements in productivity, customer’s satisfaction and bank revenue. Coordinate with Audit Unit to make sure that correct controls for all Call Center team activity are in place to minimize the risk.
• Ensuring that all Team members are aware of their roles and responsibilities and developing initiatives to support the achievement of objectives. Working with other departments, and proactively recommending resolutions which overcome operational challenges to meet SLAs.
• Coordinate with Quality assurance team to achieve department goals in regards to monitor and develop the agent call quality to deliver the best business standards, and work with support team closely to improve KPI, scheduling as well as MIS to have a clear understanding of the department performance.
• Investigate problem areas (as prioritized through the surveys) and design, test and implement innovative solutions to problems identified. Deliveries of the agreed standard on DIFS queue, and Coordinate with DIFS management to provide feedback and identify areas of improvement.

Requirements of Assistant Manager Support Call Center

The requirements of Assistant Manager Support, Call Center are as under:

• Bachelor’s degree in a related field like Finance, Accounting, Banking, or Business.
• 3-4 years of experience in similar role.

Skills and Knowledge Desired

• Excellent Problem solving skills.
• Good time management skills.
• Adaptability skills.
• Ability to work under pressure.
• Positive attitude.
• Good leadership, communication, negotiation and interpersonal skills.
• Ability to build effective relationships and work collaboratively with the team.

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