Customer Service Team Leader

Job Purpose: -
To lead the contact centre agents within the ila Bank Customer Services Contact Centre to ensure that exceptional levels of customer experience and satisfaction are delivered, driving both individual and team performance to achieve this outcome.  In addition to supporting t the wider teams in ila Bank to deliver business targets and objectives whilst creating a performance orientated culture. 
Develop and maintain excellent working relationships with the required areas within ila Bank and AFS to ensure the expected levels of Customer Experience, quality and SLAs are met and exceeded.
Work with the Customer services team to deliver a closed loop continuous improvement approach to servicing ila Customers & striving to be constantly better.

Principal Responsibilities: -
Customer Service Standards

Responsible for the ila Bank Customer Service Contact Centre (CSCC) delivery to the agreed levels of Customer Experience for any given shift

Operational management

Management of the Customer Service Contact Centre (CSCC) for each shift e.g. service levels, client satisfaction, issue resolution and resource management

Assuring all customer requests are being fulfilled and monitored 24/7 within the agreed upon SLA`s

Assuring inbound, outbound, and back office teams are delivering the required tasks/KPI`s as per ila quality standards in timely manner.

Closely working with the quality assurance specialist on continues enhancing the team standards and assuring all unit members are sharing the same knowledge and speaking the same language

Liaise with other key departments in relation to the CSCC e.g. marketing, Operations, IT etc to ensure that the CSC is considered in all future key operational programmes.

Escalation to the Customer Services Manager critical issues impacting Customer Experience & Service Availability in a timely manner

Support risk, compliance and fraud teams to ensure ila Customers and Ila Bank are protected

Monitor staff workloads and supports prioritisation and allocation

Manages shift activities including determining specific staff work assignments

Adequate task allocation between team members at given shift, in alignment with senior management goals/KPI`s.

Ensure staff are kept up to date of key changes/issues at the start of and during each shift

Performance Management

Manage and report on all goals and targets with the CSCC team. Develop and encourage the use of trouble-shooting activity on any areas of overall low performance

Report and monitor key CSCC KPIs

Report and monitor interdepartmental SLAs

Support the CSCC team to use performance management tools to full advantage in the CSCC incorporating timely feedback on all issues affecting performance

Assess service statistics and prepare detailed reports on findings.

Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs

Manage and plan the entire unit members leave plans, overtime….etc, in alignment with the senior management plans and to update the HR accordingly.

People Development

Coaching

Work closely with the team whilst motivating and coaching them

Hosting 1-2-1’s and team meetings

Ensure training and development plans are maintained for all team members

Forward Planning & Development

Direct the daily planning/delivery for the CSCC by providing leadership skills to assist the team in their decision making

Direct and co-ordinate the process of continuous improvement within each shift within the CSCC.

Review impact of digital first strategy within the CSCC and plan accordingly

Monitor & track customer satisfaction through all channels

Support the CSM to create effective customer service procedures, policies, and standards.

Work with other departments in Ila to develop enhancements to services to support digital first and customer excellence delivery pillars

Keeping up to date with business development and new product lines

Work with the management team to identify and deliver positive change and business efficiencies.

Other duties as required.

Analysis and reporting

Monitor and track trends and incidents related traffic through multiple channels.

Calculating and monitoring incentive schemes for the unit

Project management & monitoring to enhance operational excellence at the contact centre

Daily, monthly, yearly reporting on channel performance, agent performance, customer experience with recommendations to enhance the operational flow.

Quality assessment and management

Reviewing, updating and documentation of unit processes and procedures.

Knowledge: -

• Excellent leadership and interpersonal skills.
• Call/Contact Centre Supervision / Management.
• Strong communication and negotiation skills.
• Excellent listening skills.
• Problem-solving skills.
• Motivational skills and an ability to supervise and lead a team of customer service advisors.
• Creative thinking, to be able to come up with new ideas to improve customer service standards.
• Organisational and planning skills to develop customer service policies.
• Good personal presentation.
• Analytical Thinking.
• Outstanding written and verbal communication skills.
• Tech-Savvy, Gadgeteer & active interest in digital technology.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations

Education / Certifications: -

• BS in Banking/Finance or equivalent (Desired not mandatory).
• Fluent in both Arabic and English.

Experience: -

• Minimum of 5 years in a customer service role out of which 2 as a senior member.
• Good understanding of management practices and techniques.
• Proficiency in Microsoft Office and customer service software.
• Ideal: Banking background.
• Involvement in startup business (ideal not mandatory)

Personal attributes: -

• Ambitious and willing to accept new challenges
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• An ability to work well under pressure.
• A commitment to improve your own skills on an ongoing basis.
• High Work Ethic.
• Sociable.
• Empathetic.
• Emotionally Intelligent.
• People focused.
• Desire to ensure Customers are served, no matter what.