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Ref: HP905-295

Job description / Role

Employment: Full Time

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



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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