{"id":49820,"date":"2025-11-15T12:42:39","date_gmt":"2025-11-15T08:42:39","guid":{"rendered":"https:\/\/herecareers.com\/job\/senior-officer-contact-centre-technology\/"},"modified":"2025-11-15T12:42:41","modified_gmt":"2025-11-15T08:42:41","slug":"senior-officer-contact-centre-technology","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/senior-officer-contact-centre-technology\/","title":{"rendered":"Senior Officer- Contact Centre Technology"},"content":{"rendered":"

411_2473970<\/p>\n

To assist in managing day-to-day operations of all direct banking channels activities and assist in the design of new processes and features within the channels. <\/p>\n

Qualifications : <\/h3>\n
    \n
  1. Specific Job Accountability <\/b> <\/li>\n
  2. Draft business requirements and change requests <\/li>\n
  3. Design new processes and features within the channels <\/li>\n
  4. Track daily transactions performed over the channels and monitor fulfillment <\/li>\n
  5. Resolve customer complaints within the specified TAT <\/li>\n
  6. Action non-fulfilled requirements or monitor for fulfillment as per SLA and service standards <\/li>\n
  7. Address technical or business teething problems\/bugs during UAT or post-implementation <\/li>\n
  8. Perform channel User Acceptance Testing (UAT) and prepare Business Requirement Document (BRD) <\/li>\n
  9. Review Functional Service Document (FSD) and Technical Architecture <\/li>\n
  10. Design UAT scenarios and test cases, plan for change requests and resolutions with IT <\/li>\n
  11. Enhance Customer Relationship Management (CRM) solutions for the Bank Call Centre <\/li>\n
  12. Supervise team productivity, quality assurance, and meet turnaround times <\/li>\n
  13. Prepare Standard Operating Procedures (SOPs) <\/li>\n
  14. Prepare MIS reports to meet performance standards and team achievements <\/li>\n
  15. Establish relationships with clients’ senior management and collaborate across departments <\/li>\n
  16. Proof GL accounts and reconcile internal service provider accounts <\/li>\n
  17. Coordinate SMS and email broadcasts with the marketing department <\/li>\n
  18. Operate within group policies and governance frameworks <\/li>\n
  19. Make decisions as authorized by the approval matrix <\/li>\n<\/ol>\n

    Additional Information : <\/h3>\n
      \n
    1. Minimum Qualification <\/b> <\/li>\n
    2. Bachelor’s degree with relevant commercial and technical qualifications and experience <\/li>\n
    3. Minimum Experience <\/b> <\/li>\n
    4. Graduate with 2 years experience in customer service industry <\/li>\n
    5. Mandatory experience in general banking operations <\/li>\n
    6. Knowledge of Contact Centre technology such as IVR, web, and workflow management software <\/li>\n
    7. Experience with Call Centre IVR, CRM, internet, and mobile banking <\/li>\n
    8. Proficiency in MS Office, especially advanced Excel, and strong analytical skills <\/li>\n<\/ol>\n

      Other Details : <\/h3>\n
        \n
      • Remote Work : <\/b> No <\/li>\n
      • Employment Type : <\/b> \u062f\u0648\u0627\u0645 \u0643\u0627\u0645\u0644 <\/li>\n<\/ul>\n

        #J-18808-Ljbffr<\/p>\n

        2025-11-11 13:06:45<\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[68],"job_listing_category":[1358],"job_listing_location":[720],"job_listing_tag":[],"class_list":["post-49820","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_category-other","job_listing_location-united-arab-emirates"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"1358":"Other"},"_job_type":{"68":"Full Time"},"_job_tag":[],"_job_expiry_date":"","_job_gender":"","_job_apply_type":"external","_job_phone":"","_job_apply_url":"https:\/\/en-ae.whatjobs.com\/coopob__cpl___411_2473970__3583?utm_source=3583&utm_medium=feed&keyword=Senior-Officer-Contact&location=Abu-Dhabi&geoID=8","_job_apply_email":"","_job_salary_type":"","_job_salary":"","_job_experience":"","_job_career_level":"","_job_qualification":"","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"","_job_address":"","_job_location":{"720":"United Arab Emirates"},"_job_map_location":{"address":"","latitude":"","longitude":""},"_job_logo":"https:\/\/herecareers.com\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2025\/11\/ICON-Here-Careers-Logo-150-150x150.png","_job_employer_name":"HR","_job_employer_url":"https:\/\/herecareers.com\/ar\/employer\/hr\/"},"cmb2":{"_job_careerjet_job_fields":{"_job_careerjet_detail_url":"","_job_careerjet_company_name":""}},"_links":{"self":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing\/49820","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/users\/100"}],"replies":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/comments?post=49820"}],"wp:attachment":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/media?parent=49820"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_type?post=49820"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_category?post=49820"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_location?post=49820"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_tag?post=49820"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}