Contact Centre Team Leader (Arabic Speaker)
Make a difference every day
The Job Opportunity
We are looking for a Contact Centre Team Leader to oversee all the Contact Centre functions that will be utlilized to support this department, where you are expected to carry out daily auditing and checks of the systems to ensure all issues are captured and actioned within the agreed timeframes, Service Levels (SLA's) & Key Performance Indicators (KPl's).
You will be supporting in ensuring all work orders are completed on site as per standards via the system and operate and maintain an effective filing system for the department
Serco delivers essential public services to customers in UAE on behalf of governments, semi-governments and large private corporations.
This role is subject to contract award.
Key accountabilities
- Attend regular management meetings with service providers and note follow up actions as required, and coordinate follow up on action items.
- Assist in the compliance of existing Health and Safety policy, safe working practices
- Ensure all service providers remain compliant to the policies
- Ensure building plans are kept up to date
- Recommend improvements that could be made to the system and administration of services.
- Support in scheduling and managing tasks on the system
- Support with integration and coordination of systems
- Produce reports - Daily reports, look ahead weekly reports and other specific
What we are looking for in our candidates:
- Project Management
- Effective communication
- Ability to make difficult decisions
- Accountable
- Relationship Building
- Attention to Detail
- Conflict Resolution
- Reliable and Dependable
Specific requirements
- 4 -6 years experience in a similar role working within a highly dynamic and complex environment, with specific experience related to developing Site Management and operations Flexible attitude and being able to adapt to rapid change.
- Sufficient experience of overseeing an effective system for facilities or maintenance service in a busy organization
- Experience of working with contractors and suppliers and monitoring of service standards
- Proven experience of delivering excellent customer care and service in a large organization
- Experience of working with internal and external stakeholders
- Strong negotiation and presentation skills.
- Ability to work closely and cooperatively with internal and external stakeholders.
- Ability to provide 'hands on' support with the venue team and work extended hours when required.
- Basic project management skills of budget, timeline and resources
- Organizational, time-management, computer and administrative skills.
- Excellent Microsoft Excel skills
- University/College degree
- Experience in a call center environment
- Collaborates well with other business functions and a good integrator
- Ability to build a network of across
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.
https://www.serco.com/me
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
We take pride in what we do
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