Senior Team Leader - Customer Support

About Commercial Bank Of Qatar

Commercial Bank, founded in 1975 and headquartered in Doha, plays a vital role in Qatar’s economic development by offering a range of personal, business, government, international and investment services.

We believe in empowering our employees, providing them with opportunities for growth and professional development.

By Joining us, you’ll be part of a workplace culture that fosters innovation, supports work-life balance, and encourages you to reach your full potential.

Join us in shaping the future of banking!

Job Summary

Manage a team of Contact Centre agents and day to day Contact Centre operations including Work Force Management, Quality, Service Levels and customer satisfaction.

Requirements

Minimum Qualifications:

Bachelor’s degree in business or equivalent field

Minimum Experience

2-3 years’ relevant experience in Contact Centre with progressively increasing supervisory responsibility including mentoring team.

Knowledge, & Other Skills

Excellent knowledge on Contact Centre operations and technical knowledge on Contact Centre applications.

Strong people management skills and good communication and collaboration skills.

Ability to interact with internal and external stakeholders in a multi-cultural environment.

Excellent time management and work under pressure.

Very well versed in presentation and MS Office skills.

English and Arabic speaking preferred.

Key Accountabilities

Contact Centre Operations And Team Management

• Perform forecasting and scheduling, floor monitoring and back up, and shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.
• Monitor day to day Contact Centre operations covering all interactions (calls, emails, social media, etc) for service requests and complaints to ensure fulfilment within TAT and the standard quality.
• Handle escalations and provide customers with immediate resolution.
• Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.
• Identify and apply different coaching methods for existing agents on a daily basis.
• Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development and performance improvement. Recognize them and let them know they are involved and host regular team meetings.
• Have performance discussion with team and provide constructive feedbacks.
• Actively build banking knowledge, seeking opportunities to learn from new experiences.
  
  

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices in order to facilitate cost optimization and productivity improvement.
• Contribute to CBQ “Change the Bank” initiative by actively participating in bank-wide transformation projects.
• Ensure own and team supports to projects/UAT or other activities during system enhancement and projects implementation.
  
  

Statement And Reports

• Assist in the preparation of timely and accurate department statements and reports to meet CBQ and department requirements, policies and standards.
• Provide reports to the manager / supervisor within agreed time and assists supervisor in agent’s evaluation.
  
  

Policies, Systems, Procedures, Risk Management

• Follow and ensure team adherence to departmental policies, processes, SOPs and instructions so that work is carried out in a controlled and consistent manner. Oversee team timely response on QA and Audit findings with proper action plans for mitigations.
• Consistently become the risk champion in to mitigate risk in daily operations of Contact Centre as well as identifying, escalating and fixing risk items.
  
  

Why Commercial Bank?

• Best Digital Bank in the Middle East 2024 by World Finance and Best Mobile Banking App in the Middle East 2024 by Global Finance.
• An Innovation-Driven, Digital-First Environment where employees work with the latest tools and technologies to redefine banking
• Opportunities for Global Partnerships & International Exposure, connecting employees with global networks and perspectives.
• A focus on Employee Well-being & Work-Life Balance, ensuring a healthy and supportive environment for all team members
• Competitive Compensation & Benefits that ensure our employees are rewarded for their dedication and performance
• A strong Commitment to Diversity, Equity & Inclusion, fostering a culture that values every individual’s unique perspective.
  
  

At Commercial Bank, we don’t just offer careers, We shape futures by pioneering digital transformation in Qatar’s banking sector, blending digital-first approach to redefine banking through innovative solutions.

Disclaimer

We appreciate your interest in joining CBQ! Please note that only selected candidates will be contacted for further steps in the hiring process. This job posting is for informational purposes only, and CBQ reserves the right to modify, withdraw, or close it at any time without notice.