Head of Contact Centre

Job description / Role

Job Purpose:

The Head of Contact Centre is responsible for the management and operations of the bank's Contact Centre to achieve the targeted service standards & key performance indicators. The role is responsible to set-up strategies and develop, promote the Contact Center to make it customers' preferred delivery channel by adapting latest technologies, highest quality service, well-trained professional staff and follow the best industry practices.

Principal Accountabilities:

- Establish and manage CBD Contact Centre and support other e-channels including live chat, Facebook and Instagram to provide superior customer experience that differentiates CBD in the banking industry in the UAE
- Set up strategies, planning, organizing, and costing for all related Contact Center requirements to meet the forecasted growth of the Contact Center services, systems and staff.
- Delivery of Contact Center Key performance indictors & Service Level components targets.
- Ensure full functioning 24/7 of inbound teams with high efficiency and service quality in dealing with incoming calls and provide customers with high quality personalized service. Minimize abandoned calls and wait time to present appropriate corporate image of the Bank in very positive manner.
- Implement Digital adoption strategy to ensure increased digitization drive.
- Operational management, which includes staff scheduling, calls forecasting, capacity planning, floor management and crisis management.
- People management, which include hiring, training, JDs, objectives setting, quarterly reviews, annual appraisals, inadequate performance management, career growth planning, motivation, counselling, coaching, and conducting regular staff meetings.
- Administer and monitor all Contact Center systems, applications, reports, processes, and services, taking appropriate decisions as and when required.
- Manage live chat and social media staff to enhance Bank's servicing channels. Support branches and other teams in achieving their financial targets by initiating sales leads for interested and eligible customers.
- Monitor & check the integrity of data input of customers' inquires, requests & complaints by Contact Center, ensuring quality is managed and inflow/outflow of service requests & complaints are managed effectively. Ensure staff adheres to the correct processes applicable for each customers' case according to the empowerment matrix within the specified TAT.
- Design indicative parameters and early warning signs for potential exiting clients. Monitor the quality of interaction between Customers' Feedback Unit and other HO associated departments like Retention and Market Intelligence Units.
- Support and coordinate with different departments and branches to handle any request, issue, problem, or any new service/project launch & adhere to SLA as per customer/ suppler chain.
- Participate and support all e-channels and other new projects and initiatives related to Contact Center and Consumer Banking like IVR, CRM modules, mobile banking, Online banking, CBD web-site... which leads to satisfy customers and reduce cost and support Bank's profitability.
- Manage VIP Customers unit to provide 24/7 special service for CBD high net worth customers on dedicated toll-free line. Assign senior agents to handle this special line and do the maximum effort to provide prompt and complete service to avoid any potential complaint or risk of losing such high-profile customers.
- Manage Islamic Banking dedicated helpline. This line is dedicated to Islamic banking customers and the service is provided 24/7 by a team of experienced agents
- Create and manage Commercial / Corporate service line. It is dedicated for general inquiries related to Commercial /Corporate banking. All different teams in Contact Center are initiating Commercial / Corporate sales leads for companies interested in establishing accounts relation with CBD. Also they provide non-stop service to iBusiness Commercial / Corporate customers. It provides support to CBD RMs in all requests related to payroll cards for companies' employees.
- Manage live chats and promptly reply to all customers and prospects inquiries, requests and complaints. Continuously initiate sales leads for interested consumer and commercial customers who approach the bank though website.
- Centralization of CBD branches and HO calls and eliminate the role of telephone operators in the bank. The objective is to provide consistent high-quality telephony service across all branches and HO. Cost reduction and provide non-stop telephone service for branches callers which increase customers' satisfaction and loyalty.
- Play key role in customers' data clean-up and information update. Head of Contact Center, Team Leaders and all agents are responsible for checking the accuracy and updates of customer's data and information and take the necessary action to update the same. Conduct on-going outbound campaigns to capture customers' correct and updated information and other personal data and make them available in bank's systems. Support other e-channels like ATM, Online Banking and Mobile Banking in receiving customers' information updates, contact them for validation and confirmation and proceed in updating customers' data and information.
- Being personally on-call and available 24/7 to respond and solve escalated customers' requests and complaints.
- Provide management with comprehensive and regular analytical MIS for all Contact Center operations and activities.
- Strict compliance to all policies, procedures, security measurements, audit requirements, internal and external central bank obligations to control risk, save bank interest and assets, avoid delays, errors, irregularities and ensure high standards of uniformity and consistency across the entire bank

- Degree in Business Administration
- Min 10 years of experience in managing contact centres, preferably within banks / fintechs
- Proven track record of optimizing contact centre operations - including workforce management, service level adherence, capacity planning and implementing best practices to ensure high performance

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.