Senior Team Leader

Job Summary

• Manage a team of Contact Centre agents and day to day Contact Centre operations including Work Force Management, Quality, Service Levels and customer satisfaction.
• ****Key Accountabilities****

Contact Centre Operations and Team Management

• Perform forecasting and scheduling, floor monitoring and back up, and shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.
• Monitor day to day Contact Centre operations covering all interactions (calls, emails, social media, etc) for service requests and complaints to ensure fulfilment within TAT and the standard quality.
• Handle escalations and provide customers with immediate resolution.
• Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.
• Identify and apply different coaching methods for existing agents on a daily basis.
• Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development and performance improvement. Recognize them and let them know they are involved and host regular team meetings.
• Have performance discussion with team and provide constructive feedbacks.
• Actively build banking knowledge, seeking opportunities to learn from new experiences.

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices in order to facilitate cost optimization and productivity improvement.
• Contribute to CBQ “Change the Bank” initiative by actively participating in bank-wide transformation projects.
• Ensure own and team supports to projects/UAT or other activities during system enhancement and projects implementation.
• Statement and Reports
• Assist in the preparation of timely and accurate department statements and reports to meet CBQ and department requirements, policies and standards.
• Provide reports to the manager / supervisor within agreed time and assists supervisor in agent’s evaluation.

Policies, Systems, Procedures, Risk Management

• Follow and ensure team adherence to departmental policies, processes, SOPs and instructions so that work is carried out in a controlled and consistent manner. Oversee team timely response on QA and Audit findings with proper action plans for mitigations.
• Consistently become the risk champion in to mitigate risk in daily operations of Contact Centre as well as identifying, escalating and fixing risk items.

Other Accountabilities

Internal

Customers

• ****Competencies****
• Adaptability/Flexibility
• Communication
• Creativity/Innovation
• Customer Focus
• Customer Service
• Decision Making/Judgment
• Dependability
• Initiative
• Integrity/Ethics
• Interpersonal Skills
• Job Knowledge
• Listening Skills
• Personal Organization
• Planning
• Problem Solving/Analysis
• Process PRIME postings manually
• Process transaction vouchers received from various Departments (internal)
• Productivity
• Quality
• Receipt and verify the posting and payroll documents received
• Results Focus
• Self Development
• Sense of Urgency
• Strategic Thinking/Management
• Summary
• Teamwork
• Vision and Values

Skills

• Ability to interact with internal and external stakeholders
• Ability to work under pressure
• Accuracy and attention to detail
• Arabic speaking preferred
• Awareness of local cultural and social factors, and labour law provisions

• Bilingual (Arabic & English)

• Bilingual language skills in English and Arabic
• Customer Service
• Knowledge of various aspects government requirements and processes of visas, work permits, medical clearance etc
• Numerical skills
• Proficiency in oral and written English & Arabic (Preferred).
• Proficiency in written and spoken English
• Risk Management
• Security Procedures
• Thorough knowledge and understanding of Local Labor Laws regarding Qatarization
• Time Management skills
• ****Education****
• Bachelor’s Degree, in Business-related major