Head of Call Center, Abu Dhabi Islamic Bank UAE

Abu Dhabi Islamic Bank presently has a job opening for eligible candidate for position of a Head of Call Center. The successful candidate will work at ADIB Branch / Office in Abu Dhabi. This job was posted by ADIB on 15th September 2023 and is now open for desirous and qualified applicants.

Job Purpose of A Head of Call Center

• To manage the activities of the Contact Centre unit, back up the Head of the Division in terms of sales and service.
• Ensure departmental coordination with respective branches and departments for solving customer queries, ensure reduction of cost per transaction.
• Play a pivotal role in driving cost efficiency while enhancing our customer experience through the strategic utilization of digital channels.
• Responsible for overseeing the daily operations of our contact center, ensuring smooth customer interactions, and optimizing resource allocation to minimize operational expenses.

Duties of A Head of Call Center

• Develop and execute strategies to optimize operational costs within the contact center, including Staffing, technology, and other resources.
• Monitor and analyze key performance metrics to identify cost-saving opportunities and areas for improvement.
• Lead the transition of customer interactions from traditional voice channels to digital channels, such as chat, Mobile banking, Internet banking, and self-service options.
• Develop and implement a roadmap for digital channel expansion, ensuring seamless integration and functionality.
• Collaborate with IT and customer experience teams to enhance digital self-service options.
• Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team, and providing formal and informal feedback to maximize overall performance, engagement, and motivation.
• Contribute to the preparation of the business area’s budget and manage and monitor the financial performance against the budget.
• Drive a culture that is focused on exceeding customer expectations, create, and use methods to reward,  the delivery of service excellence.
• Achieve set targets in terms of service standards for the Contact Centre, succeed in attaining satisfactory NPS ratings, champion and propagate the expected service standards.
• Adhere to all relevant organizational and departmental policies, processes, standard operating procedures, and instructions.
• Manage the team to ensure they contribute to and participate in, the identification and implementation of change initiatives and projects in line with the bank’s standards.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change, and influencing future change/projects to support and improve customer experience.
• Demonstrate Our Promise and apply the bank Service Standards to deliver the bank’s required levels of service in customer interactions.

Who Can Apply?

Qualification

• Bachelor’s degree in a relevant field such as Business Administration, Management, or Communications.

Experience

• 5-6 years experience in call center or customer service management.

Skills Desired

• Arabic Native.
• Decision-making skills
• People management skills.
• Risk management skills.
• Analytical skills.
• Advanced MS Excel, Word, PowerPoint.

Call Center Agent MPM, Abu Dhabi Islamic Bank, UAE