Manager, Contact Center Operations
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| Company Name | First Abu Dhabi Bank (FAB) |
| Company Type | Private |
| Job Type | Full-Time |
| Salary Range | Market Competitive |
| Location | Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates |
| Qualifications | None / No Formal Education |
| Experience | 5 Year+ |
Job Overview
First Abu Dhabi Bank (FAB) is seeking a Manager for Contact Center Operations in Abu Dhabi. This role involves supervising a team of CSRs, maintaining service levels, and ensuring operational controls are maintained. The ideal candidate will enthusiastically manage team development and contribute to improving customer experience.
Company Overview
First Abu Dhabi Bank (FAB) is a leading bank in the UAE, committed to providing exceptional customer service and maintaining high operational standards. With a focus on innovation and customer satisfaction, FAB offers a dynamic and rewarding work environment. Visit bankfab.com for more information.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Qualifications: None
- Experience: 5 Year+
Key Responsibilities
- Supervise a team of CSRs providing 24/7 customer support.
- Maintain service levels as per SLA.
- Evaluate quality calls and provide coaching.
- Handle difficult complaints and customer escalations.
- Monitor sales performance and lead generation.
- Conduct monthly appraisals for team members.
Requirements
- Experience in team supervision and customer support.
- Strong understanding of contact center operations.
- Excellent communication and coaching skills.
- Ability to maintain operational controls and compliance.
- Knowledge of customer service best practices.
- Ability to work in rotating shifts.
Benefits
- Opportunities for professional development and training.
- Dynamic and rewarding work environment.
- Competitive benefits package.
- Chance to work with a leading bank in the UAE.
- Supportive team environment.
- Contribution to improving customer experience.