Specialist- Contact Centre Technology
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| Company Name | First Abu Dhabi Bank (FAB) |
| Company Type | Private |
| Job Type | Full-Time |
| Salary Range | Market Competitive |
| Location | Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates |
| Qualifications | Bachelor’s Degree |
| Experience | 2 Year+ |
Job Overview
Lead Project handling of Contact Center by raising IT requirements, design new processes and features within the CRM and IVR channel. Provide efficient solutions to increase Productivity, First Call Resolution, and increase Net Promoter Score. Service migration to self-self-service channels and enabling automation to tasks and processes thus improving team productivity and reducing human errors. Manage day-to-day operations of all direct banking channels activities.
Company Overview
FAB, the UAE’s largest bank and one of the world’s most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth. FAB is looking for top talent and your success is their success.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Qualifications: Bachelor’s degree
- Experience: 2 years’ experience
Key Responsibilities
- Supervise work assigned to the team and ensure that all work is carried out efficiently.
- Lead the team in identifying potential areas of improvements and opportunities of streamline tasks by introducing system automation to increase operational efficiency.
- Enable STP processes for service handling to reduce fulfilment timeliness for an enhanced customer experience.
- Manage and improve the technology offering at contact centre.
- Monitor daily transactions performed over the channels and its reconciliation and fulfilment with Services Providers.
Requirements
- Minimum Bachelor’s degree, commercial and technical qualifications, and experience required for performing the full duties of the job.
- Graduate with 2 years’ experience within customer service industry.
- General Banking experience with sound operational understanding is mandatory.
- Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
- Strong analytical skills, and business logic.
Benefits
- Opportunities for professional development and career growth.
- Work in a collaborative and supportive team environment.
- Gain valuable banking experience in a leading financial institution.
- Be part of a dynamic and innovative industry.
- Make your mark in a top company.