Team Leader – Contact Center – Al Ain

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Team Leader for its Contact Center in Al Ain, responsible for providing 24/7 customer support and maintaining service levels. This role involves team supervision, coaching, and ensuring high standards of customer satisfaction through effective monitoring and process improvement.

Company Overview

First Abu Dhabi Bank (FAB) is the UAE’s largest bank and one of the world’s safest financial institutions. Focused on creating value for employees, customers, shareholders, and communities, FAB aims to grow through differentiation, agility, and innovation. The bank offers top talent the opportunity to accelerate their growth in a dynamic industry.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s degree
• Experience: 3 years relevant experience

Key Responsibilities

• Organise and supervise the work of the assigned team to ensure efficient operation.
• Provide on-the-job training and constructive feedback to team members.
• Handle a team of CSR’s providing 24/7 customer support to the Bank customers.
• Maintain service levels as per SLA and report on performance.
• Conduct quality call evaluations and manage team development.
• Supervise shift operations and handle escalated customer issues.

Requirements

• Bachelor’s degree.
• 3 years relevant experience in customer service / Contact Centre.
• Should hold valid UAE National family book (Mandatory).
• Excellent communication skills in English & Arabic.
• Strong customer service, problem-solving, and analytical skills.
• Ability to multi-task and resolve conflicts effectively.

Benefits

• Opportunity to work in the UAE’s largest bank.
• Be part of a dynamic and innovative team.
• Contribute to maintaining high standards of customer satisfaction.
• Professional development and career growth opportunities.
• Exposure to a wide range of banking products and services.
• Work in a value-driven culture with a focus on employee success.