MashreqManager - Contact Centre.CXC - RBG - Direct Banking Center.Client Experience & Conduct Group
Mashreq is hiring a Manager - Contact Centre.CXC - RBG - Direct Banking Center.Client Experience & Conduct Group. Level rates it ; you can apply on Mashreq.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- The posting mentions CRM, team management and customer service among its tools and skills.
- Level classes it as a senior role.
- Mashreq has 421 other open roles on Level.
- Posted in the last few days.
AI in this role
Manage contact center operations and a team of staff to ensure high standards of customer experience and performance.
At Mashreq, we are looking for an experienced and passionate Manager to join our Contact Centre team. This role is crucial in driving customer satisfaction and maintaining high-performance standards. The Manager will oversee a dedicated team of UAE National staff, providing leadership and guidance to ensure an exceptional customer experience. This is an exciting opportunity to make a real impact and contribute to the success of our Contact Centre in CXCG
- Manage and mentor a team of UAE National Contact Centre staff, fostering a positive and productive work environment.
- Ensure the team meets and exceeds key performance metrics, including call handling times, customer satisfaction scores, and quality standards.
- Implement and monitor customer service strategies, ensuring a consistent and exceptional customer experience.
- Conduct regular performance evaluations and provide constructive feedback to team members, promoting continuous improvement.
- Collaborate with other departments to resolve customer queries and escalate issues as needed.
- Stay updated on industry trends and best practices in customer service, implementing innovative solutions.
- Maintain a high level of customer satisfaction by promptly addressing and resolving customer complaints.
- Ensure compliance with all relevant regulations and policies, maintaining a secure and ethical work environment.
- Conduct regular team meetings to discuss performance, provide training, and address any concerns.
- A minimum of 5 years of experience in a managerial role within a Contact Centre or customer service environment.
- Proven track record of successfully managing and motivating a team, preferably in a multicultural setting.
- Excellent communication and interpersonal skills, with the ability to build strong relationships.
- Strong leadership and decision-making abilities, with a customer-centric approach.
- Proficiency in using customer relationship management (CRM) systems and other relevant software.
- Analytical skills to interpret data and make informed decisions to improve performance.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Fluency in Arabic and English is highly preferred.
- A relevant degree in Business Administration, Customer Service, or a related field is advantageous.
How we rate this
Manager - Contact Centre.CXC - RBG - Direct Banking Center.Client Experience & Conduct Group at Mashreq rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where team management was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where leadership was part of your work. What did you do?
- Tell me about a project where communication was part of your work. What did you do?
- Tell me about a project where problem solving was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Team Management, Customer Service, Leadership, Communication, and Problem Solving. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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