The Role
Job Purpose: Support day-today Call Center operations to meet targeted
Service Level, assist in scheduling agents on different shifts. Capacity
planning, staffing, publishing MIS reports on daily, and monthly basis.
Support team leaders in floor management and follow-up systems related issues
and remedy tickets with IT and other departments, provide management with
regular & comprehensive MIS reports for all teams operating in the contact
Centre. Handle contact centre related projects and manage system accesses for
all contact centre staff. Principal Accountabilities: • Delivery of Call
Center Service Level targets as per agreed formula instructed by senior
management. • Assist in shifts' scheduling, agents annual leave planner. •
Support in preparing call center Shifts' schedule on monthly basis and make
sure that sufficient number of agents are scheduled on each line and queue to
meet the expected calls' volumes with minimum abandoned rate. • Maintain
balance to have optimum employee engagement while achieving the business
objectives. • Support team leaders in managing the floor and agents' breaks,
movements, attendance, breaks, not-ready and log-out times, no- shows, swaps
and overall agents' productivity. • Monitoring Call Center systems
performance, applications & hardware. • Follow up remedy tickets and provide
management with analytical reports and feedback. • Supports in allocating call
center staff system access and review internal control and risk management
reports. • Granting, changing, deleting staff access as and when required in
coordination with Ops TL. • Ensure that all policies, procedures and security
measurements are being followed to control risk and save bank interest and
assets. • Execute dynamic skill changes to drive staff efficiency and manage
service levels
Requirements
Requirements: Education and Experience: • Graduate or post-graduate,
preferably in commercially oriented discipline. • At least 2-3 years of
overall Banking experience with specialized experience in Contact Center
Operations • Should be well-versed in Excel and Power-point Presentation
About the company
In 1969, when we at Commercial Bank of Dubai started out little did we know
that sheer grit and determination would get us where we are today. An Emiri
Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the
founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We
started out as a joint venture of Commerzbank, Chase Manhattan Bank and
Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.
By 1982, little more than a decade later, we evolved into a National Public
Shareholding company. A feat complimented by an exponential increase in the
capital base and mammoth restructuring of our operations. The feather in the
cap came when the Government of Dubai became a key shareholder. Over the
decades, we have transformed ourselves into a progressive and modern banking
institution. We are supported by a sturdy financial base and reigned by a
strong and stable management. The proof of which lies with our customers who
have stood by us over the years.
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