Specialist - Call Center

Specialist - Call Center Date:
Jan 9, 2025 Company:
Abu Dhabi Accountability Authority Job Objective:
Assist with call centre activities, including managing databases, receiving and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner.
Assist with follow-up actions and responses to internal and external clients.
Manage day-to-day call centre workflow ensuring service excellence to all clients.
Key Responsibilities/Duties:
Strategy and Planning Assist in the development, implementation, and update of the section-related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA's overall policies and procedures.
Assist in the development, implementation, and update of the section's strategic, budget, procurement, and operational plans, ensuring alignment with the department and sector's strategy and objectives, and ADAA's mission and vision.
Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
Ensure best practices and standards are followed and applied.
Assist in developing and maintaining a customer database using ADAA systems and processes.
Respond to customer queries in an accurate and timely manner as per ADAA policy and procedures.
Assist in developing and maintaining call centre service standards for communicating with internal and external customers.
Assist with developing reports and presentations for updates on all initiatives and progress on KPIs to present to management.
Carry out any other tasks assigned by leadership.
Talent Management and Development Ensure completion of required trainings and certification programs to keep current with job requirements.
Obtain timely performance review assessments and ensure to meet the set KPIs.
Contribute to knowledge dissemination/sharing to build internal capabilities of the team.
Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.
Corporate Ensure adherence and compliance with all ADAA corporate policies, procedures, and guidelines.
Prepare section-related correspondence such as e-mails, memos, and letters ensuring professionalism and accuracy.
Retain, document, preserve, and archive section-related records in accordance with relevant policies and procedures.
Utilize relevant technologies used within ADAA to optimize work efficiency.
Demonstrate compliance with ADAA's values, Code of Business Conduct, and ethics at all times.
Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices.
General Perform tasks independently unless approval or directive is obtained to delegate tasks.
Ensure teamwork, collaboration, and dedication in performing duties.
Execute any other tasks as per leadership directions.
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Read the full job description and apply online on the recuiter's web-site

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