Description

Role : Team Leader - Late Bucket & Special Queue

Location : Dubai

Role Purpose

To manage the collection team. Monitor and coach on daily workflow and performance. Ensures customer communications adhere to customer expectations and requirements. Moreover he is responsible for motivating coaching and developing associates to achieve optimal performance results and conducting regular performance appraisals. Resolve personnel issues and escalated calls in a timely manner and complete other duties as assigned.

Key Accountabilities

• Follow up on calls conducted by team members on an hourly basis.
• Ensure that collection agents are conducting calls based on the priority identified.
• Monitor the collectors performance with the customers and ensure agents are following the standards required by ADIB.
• Review the feedback of agents on accounts handled by them and ensure they are using the call...