Manager, Contact Centre Operations

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Manager for Contact Centre Operations in Dubai. This role involves supervising a team of CSRs providing 24/7 customer support, maintaining service levels, and ensuring operational controls. The ideal candidate will enthusiastically manage team development and enhance customer experience.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the UAE, committed to providing exceptional financial services and customer support. With a focus on innovation and customer satisfaction, FAB aims to deliver a seamless banking experience.

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 to ensure efficient operations.
• Provide on-the-job training and constructive feedback to support team development.
• Monitor financial performance against budgets and report variances to management.
• Handle a team of CSRs providing 24/7 customer support to bank customers.
• Conduct quality call evaluations and manage the development of the team.
• Supervise morning and evening shifts on rotation and handle difficult customer complaints.

Requirements

• Experience in team supervision and contact centre operations.
• Strong leadership and coaching skills.
• Excellent communication and interpersonal abilities.
• Ability to maintain service levels and operational controls.
• Knowledge of banking products and services.
• Enthusiastic and proactive approach to team development and customer experience.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a collaborative and supportive team environment.
• Exposure to a wide range of banking operations and customer interactions.
• Competitive salary and benefits package.
• Chance to contribute to enhancing customer experience and NPS.
• Be part of a leading bank in the UAE.