Job Description

Make a difference every day

The Job Opportunity
We are looking for a CX Team Leader to provide world class customer service and to assist the Operations teams and service partners in delivering operational efficiency. The team leader role plays a vital support to the Operations Team in delivering the operational plan. They are responsible for helping coordinate the activities of Frontline CX Team members.

This is a new opportunity to join our team and provide world class customer service in one of our new, large and open public venue. You will be working part of a large and diverse team where you will constantly interact with customers in a collaborative and fun working environment.

Serco delivers essential public services to customers in the UAE on behalf of governments, semi-governments, and large private corporations.

This is a subject to contract award role.

Key accountabilities

The role holder will guide, coach and mentor team members to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.

The role holder will execute the staff deployment plan for every shift ensuring all required positions are resourced in a timely and compliant manner.

The role holder will remain in constant liaison with the client operational team and the control centre to ensure the optimum utilization of resources.

Plan and execute shift plans including break management and the redeployment of staff as and when required.

Support the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.

Ensuring that all team members are fully trained and briefed on all requirements of their role and function. Team members may be deployed to conduct a wide variety of tasks and the team leader must ensure all staff are fully competent to perform any role they are deployed to carry out.

Team leaders will support the operations team in preparing reports and briefings, gathering and recording required information and ensuring all required administrative tasks are accurately completed.

What we are looking for in our candidates
Team leadership and management skills.
Sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity. Always alert to the customer\xe2\x80\x99s point of view and demonstrates a sense of urgency.
Demonstrates proactive team working and collaboration with others, role modelling the belief that the whole of the team is greater than the sum of individual efforts.
Actively works towards ambitious personal goals, demonstrates enthusiasm and energy toward all aspects of work. Shows drive to make a difference to others at work.

Specific requirements

The job holder will be educated to a level of High School Diploma, General Education Degree or equivalent professional qualification.

Minimum of one (1) year in Team Leader based roles in a relevant sector.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.
https://www.serco.com/me

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee Networks \xe2\x80\x93 SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Take pride in what you do
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.