Job Description: 

Roles and Responsibility: 

- Handle a team of 10 to 20 Call Center Agents. 
- Communicate the shift timings to the advisors 
- Mark Attendance for the team and shift 
- Cascade updates or information to the team through buzz session or nominate a team member to conduct the same. 
- Monitor calls  

- Study the team data to analyze and draw trends 
- Track attrition and performance regularly 
- Handle escalations 
- Conducting one on one sessions & team meetings 
- Provide feedback and coaching to the advisors. 
- Conduct quarterly audits for leave cards and other documentation. 
- Provide updates to Team Manager regularly with respect to the performance of the team and any issues faced by them. 
- Initiate CAP/DAP/EDP as required 
- Co-ordinate with the Quality Team on quality improvement 
- Real time queue management 

Requirements 

- 5-7 years of experience in Collections, 1 - 2 years of experience as a TL 
- Ability to adapt to change and work in a fast-paced environment 
- Join immediately 

Interested candidates may come for walk in interview: - 

Date: 23rd April 2019 
Time: 10:00 AM – 1:00 PM 
Location: Arab bank building, Dubai outsource zone, 6th Floor. 

Job Type: Full-time 

Salary: 5,000 to 6,000 UAE Dirhams month 

Experience: