HSBC Bank announced, through its Linkedin account, a bank job in uae (Head of Contact Centre - UAE) according to the following:
Be responsible for driving all inbound and outbound sales and service initiatives across UAE contact centres in liaison with product and distribution managers ensuring adequate sales knowledge and incentive schemes are in place
Ensure the Contact Centre channel achieves quantitative and qualitative customer experience targets through robust planning, root cause analysis and monitoring of service levels and operational KPIs
Manage the relationship with the offshore GSC Call Centre ensuring sites maintain the service standards and operational integrity for the business
Build a strong sense of teamwork to meet and exceed minimum performance standards. Creativity is required to find opportunities to meet and exceed FRP
Streamline business/operational engagement across all stakeholders of contact centre across Global Services Utility “GSU”, Service delivery & global resourcing, in country distribution teams, customer value management and marketing
Set local contact centre Sales & Customer experience strategies for MENAT in line with Contact Centre Target Operating Models and Customer Value Management.
Bachelor’s Degree is a must to secure a work permit in UAE
Proven track record of driving in country and offshored call centre performance
Good knowledge of WPB distribution models, propositions, and customer experience service elements
Proven communications skills to inspire and influence people at all levels, inside and outside the direct organizational remit
Ability to collaborate across diverse and multicultural teams at a local and global level to accomplish strategies
High degree of self-motivation to achieve results and inspire trust in others
Mobile, the role will require an element of travel across call centre sites and supporting functions throughout the year.
Details and apply for this HSBC Bank job as follows:
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