Summary
Serco Middle East is a multinational services organization operating in sectors including transport, defence and advisory. The Contact Centre Team Leader will oversee contact centre functions, monitor systems and service levels, coordinate follow-up actions, and support work-order management, reporting and service-provider compliance. The role is based at Abu Dhabi Airport, subject to contract award. Applicants should have 4–6 years of similar experience, a university or college degree, call centre experience, strong Microsoft Excel skills and Arabic-language ability.
The posting
As published on serco.com. Pulled from the employer's site and shown as they wrote it.
Contact Centre Team Leader (Arabic Speaker)
Impact a better future
We are a multinational organization with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".
The role will be based in Abu Dhabi Airport subject to contract award.
Your 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.
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
Specific Requirements
- 4 -6 years experience in a similar role
- University/College degree
- Experience of working with internal and external stakeholders
- Strong negotiation and presentation skills.
- Ability to work closely and cooperatively with internal and external stakeholders.
- Basic project management skills of budget, timeline and resources
- Organizational, time-management, computer and administrative skills.
- Excellent Microsoft Excel skills
- Experience in a call center environment
- Collaborates well with other business functions and a good integrator
Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.
Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.