Team Leader, Contact Centre – Abu Dhabi

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Team Leader for its Contact Centre in Abu Dhabi. This role is responsible for leading a team of CSRs, ensuring excellent customer support, and driving performance to meet service level agreements.

Company Overview

First Abu Dhabi Bank (FAB) is the #1 bank in the Middle East and a prestigious financial institution. FAB is committed to attracting top talent to drive innovation and excellence in the banking industry, offering opportunities for career growth and development.

Quick Details

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

Key Responsibilities

• Organize and supervise the team to ensure efficient and policy-consistent work.
• Provide on-the-job training and constructive feedback to team members.
• Monitor team financial performance against budgets.
• Handle difficult customer complaints and escalations effectively.
• Supervise 24/7 call center operations, ensuring adherence to internal policies.
• Monitor sales performance and lead generation per staff.

Requirements

• Bachelor’s degree.
• 3 years relevant experience in customer service/contact center.
• Excellent communication skills in English & Arabic.
• Strong skills in customer service, problem-solving, and conflict resolution.
• Ability to analyze information and multitask effectively.

Benefits

• Opportunities for career growth within a leading bank in the Middle East.
• Work in a dynamic and supportive team environment.
• Comprehensive training and development programs.
• Exposure to a wide range of banking products and services.
• Be part of a prestigious financial company.
• Contribute to a value-driven culture within the bank.