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Contact Hub Team Leader

Date: 03-May-2021

Location: Dubai, AE

Company: Majid Al Futtaim

  1. To ensure that the Contact Centre team complies with processes and SOPs for smooth day to day functions of the Customer Service operations.
  2. To assist the Contact Centre Officers with their duties as required.
  3. To carry out Shift Leader duties by supervising the daily workload of the team and allocating tasks to the team members, organizing the break schedule of the Contact Centre Officers during their shifts, ensuring that adequate coverage is maintained in order to optimize service provision and administrative support across the hours of operations, and ensure proper handover of all pending tasks to the Shift Leader of the following shift.
  4. Prepare shift closing at the end of each shift, ensuring all end of shift reports are submitted, all Contact Centre Officers are logged out, out of office IVR is activated and handover report is sent.
  5. To undertake the duties of a Contact Centre Supervisor as and when required to ensure that a high level of Customer Service is maintained and to undertake any other duties as required, which commensurate with the grading of the post.
  6. To assist the Contact Centre Supervisor by ensuring that the team achieves the set service deliveries. Adhering to the established Key Performance Indicators, Service Level Agreements and quality standards in order to maximize Customer satisfaction.
  7. To implement and maintain health, safety and security of staff. Ensure that Customer Service standards and other policies/protocols are implemented as applicable.
  8. To ensure that the Contact Centre team complies with processes and SOPs for smooth day to day functions of the Customer Service operations.
  9. To assist the Contact Centre Officers with their duties as required.
  10. To carry out Shift Leader duties by supervising the daily workload of the team and allocating tasks to the team members, organizing the break schedule of the Contact Centre Officers during their shifts, ensuring that adequate coverage is maintained in order to optimize service provision and administrative support across the hours of operations, and ensure proper handover of all pending tasks to the Shift Leader of the following shift.
  11. Prepare shift closing at the end of each shift, ensuring all end of shift reports are submitted, all Contact Centre Officers are logged out, out of office IVR is activated and handover report is sent.
  12. To undertake the duties of a Contact Centre Supervisor as and when required to ensure that a high level of Customer Service is maintained and to undertake any other duties
  13. as required, which commensurate with the grading of the post.
  14. To assist the Contact Centre Supervisor by ensuring that the team achieves the set service deliveries. Adhering to the established Key Performance Indicators, Service Level Agreements and quality standards in order to maximize Customer satisfaction.
  15. To implement and maintain health, safety and security of staff. Ensure that Customer Service standards and other policies/protocols are implemented as applicable.
  16. To identify training needs and to conduct the trainings accordingly.
  17. To hold departmental shift briefing on daily basis.
  18. To ensure that all staff are in accordance with the company’s Grooming Standards and that any discrepancy is brought to the Contact Centre Supervisor’s attention.
  19. To have a high level of product knowledge of the all shoppingmalls properties and facilities as well as the cities of all assets.
  20. To ensure that the Contact Centre Supervisor and Customer Service Manager are updated and informed about all feedback received from Customers at the Contact Centre. • To ensure that all customers’ requests and complaints are logged in the system according to the department’s processes and SOPs.
  21. Handle Customer complaints according to the department’s processes and SOPs.
  22. To coordinate the induction and training of new employees.
  23. To assist in managing the cross training of colleagues from other departments.
  24. To prepare work schedules for the Contact Centre team to ensure optimum coverage in the Contact Centre.
  25. To brief the Contact Centre team about all running promotions set by the Marketing department.
  26. To carry out and supervise regular departmental trainings, ensuring that all trainings are correctly documented.
  27. Ensure all Contact Centre metrics and targets are achieved.
  28. Responsible for the Contact Centre queue management and shift in-charge availability at all times.
  29. Consistently performing quality checks to ensure that calls flow, software and hardware are in functional condition.
  30. To carry out the tasks of the Contact Centre Officer, if necessary.