Team Leader (UAE National)

Commercial Bank of Dubai
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsEducation: certificationSkills: ["Coaching","Quality assurance","Problem resolution","Customer service","Compliance"]

Lead a contact centre team in Ras Al Khaimah by driving team KPIs, improving agents’ productivity, and managing shift scheduling. Monitor calls for quality assurance, handle complaints and customer requests, and ensure strict adherence to bank procedures and security measures. Review daily/weekly/monthly reporting, maintain MIS and statistics, and coach and develop agents while ensuring compliance with internal and external audit obligations.

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FursaFursa
Commercial Bank of Dubai
Commercial Bank of Dubai
1 day ago

Team Leader (UAE National)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead a contact centre team in Ras Al Khaimah by driving team KPIs, improving agents’ productivity, and managing shift scheduling. Monitor calls for quality assurance, handle complaints and customer requests, and ensure strict adherence to bank procedures and security measures. Review daily/weekly/monthly reporting, maintain MIS and statistics, and coach and develop agents while ensuring compliance with internal and external audit obligations.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Deliver Team Key Performance Indicators and increase agents’ productivity using Contact Centre productivity standards.
  • •Manage the team operationally, including shifts scheduling, and work as a Contact Centre Agent during crisis/high call volume.
  • •Review daily/weekly/monthly agent reports and take corrective actions; ensure accurate and timely MIS and feedback reporting.
  • •Monitor calls, perform quality assurance, manage scripting, and resolve complaints and problems.
  • •Train, develop, coach, and counsel agents, and ensure adherence to procedures, security measurements, and audit/reporting obligations.

Key Requirements

  • •University/ Diploma graduate.
  • •Minimum 5 years banking experience, including 3 years Contact Center experience in UAE.
  • •Deliver Team KPIs while increasing agents’ productivity using Contact Centre productivity standards.
  • •Maintain accurate and timely MIS and feedback reporting.
  • •Follow laid down procedures and comply with policies, procedures, and security measurements.
Experience:5+ yearsBankingContact center
Education:Certification / Diploma
Skills:CoachingQuality assuranceProblem resolutionCustomer serviceCompliance

Eligibility

Nationality:UAE National

Company Brief

Commercial Bank of Dubai
Commercial Bank of Dubai (CBD) is a UAE-based full-service bank providing personal, corporate and digital banking solutions, trade finance, treasury and wealth services. Operating for over 50 years, CBD supports UAE businesses and individuals through branches and digital channels.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1969
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