Specialist- Contact Centre Technology
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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 | Bachelor’s Degree |
| Experience | 2 Year+ |
Job Overview
FAB, the UAE’s largest bank, is seeking a Specialist in Contact Centre Technology to lead project handling and process design within CRM and IVR channels. The role focuses on providing efficient solutions to increase productivity, first call resolution, and improve Net Promoter Score. This involves service migration to self-service channels, enabling automation, and managing day-to-day operations of direct banking channels.
Company Overview
First Abu Dhabi Bank (FAB) is the UAE’s largest bank and one of the world’s most secure financial institutions, committed to creating value for its employees, customers, shareholders, and communities through innovation and agility. FAB fosters growth and success for top talent in a dynamic industry.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Qualifications: Bachelor’s Degree
- Experience: 2 Years+
Key Responsibilities
- Lead project handling of the Contact Center by raising IT requirements.
- Design new processes and features within the CRM and IVR channels.
- Manage day-to-day operations of all direct banking channels activities.
- Serve as the first line of support for all Avaya and telecom-related issues.
- Supervise work assigned to the team and ensure efficient execution.
- Monitor daily transactions, customer complaints, and service requests.
Requirements
- Minimum Bachelor’s degree with commercial and technical qualifications.
- 2 years’ experience within the customer service industry.
- General Banking experience with sound operational understanding is mandatory.
- Understanding of Contact Centre technology, such as IVR and web.
- Familiarity with MS Office, advanced Excel, and strong analytical skills.
Benefits
- Opportunity to work with the UAE’s largest bank.
- Exposure to innovative projects in contact center technology.
- Career growth and development within a dynamic industry.
- Collaborative work environment with cross-departmental exposure.
- Contribute to enhancing customer experience and operational efficiency.
- Be part of a company committed to employee success and community value.