Manager, Contact Center Operations

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Manager for Contact Center Operations. This role involves supervising a team of CSRs providing 24/7 customer support, maintaining service levels, and ensuring operational controls are maintained.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the United Arab Emirates, providing a wide range of financial services and solutions to its customers. FAB is committed to delivering excellent customer service and maintaining high operational standards.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None
• Experience: 5 Year+

Key Responsibilities

• Organise and supervise the work of the assigned team.
• Provide on-the-job training and constructive feedback.
• Monitor the financial performance of the team against budgets.
• Handle a team of CSR’s providing 24/7 customer support.
• Conduct Quality calls evaluation for the centre.
• Ensure operational controls are always maintained.

Requirements

• Experience in team supervision.
• Knowledge of budgeting and financial performance monitoring.
• Understanding of policies, systems, processes, and procedures in banking.
• Ability to identify opportunities for continuous improvement.
• Skills in preparing timely and accurate reports.
• Ability to handle difficult complaints from customers.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a collaborative and supportive team environment.
• Gain valuable experience in contact center operations.
• Exposure to a wide range of banking services and solutions.
• Engaging and inclusive work culture.
• Competitive benefits package.