Team Leader – Contact Centre (UAE National)
Commercial Bank of Dubai · Ras Al Khaimah
Job description
About the role
Commercial Bank of Dubai is seeking a UAE National to lead its contact centre team in Ras Al Khaimah. The role involves managing agents, ensuring service quality and driving performance in a fast‑paced banking environment.
Key responsibilities
- Deliver team KPIs and increase agent productivity following contact centre standards.
- Manage operational aspects including shift scheduling and crisis handling during high call volumes.
- Cross‑sell products and convert incoming calls into business opportunities.
- Review daily, weekly and monthly agent reports and implement corrective actions.
- Prepare accurate MIS and feedback reports.
- Train, coach, develop and counsel team members.
- Monitor calls, ensure quality assurance, handle scripting and resolve complaints.
- Follow up on customer requests and ensure timely delivery.
- Maintain compliance with bank policies, audit requirements and risk controls.
Required profile
- University or diploma graduate.
- Minimum five years of banking experience, including at least three years in a UAE contact centre.
Required skills
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Published 1 month ago
Expires 1 week from now
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Commercial Bank of Dubai
Ras Al Khaimah
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