Contact Centre Operations Manager Al Ain, Abu Dhabi, UAE

First Abu Dhabi Bank

Position Overview
First Abu Dhabi Bank (FAB) is seeking a Contact Centre Operations Manager to oversee day-to-day operations of the assigned contact centre site in Al Ain. The role involves supervising team managers, ensuring smooth service delivery, monitoring performance, and driving customer satisfaction through efficient contact centre operations and workforce management.

Job Details
Location: United Arab Emirates
Location: Al Ain, Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Customer Support / Client Care
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time

What You ll Do

* Supervise team managers and staff to ensure contact centre operations run smoothly and efficiently
* Provide training, guidance, and constructive feedback to staff to support performance and development
* Monitor compliance with FAB policies, processes, and contact centre procedures to mitigate risks
* Ensure workforce management is optimized to meet agreed service levels (SLAs)
* Track and report on agent and team performance, including service KPIs, cross-sell, and up-sell volumes
* Prepare MIS reports, call volume analytics, and performance trends to support decision-making
* Ensure staff are knowledgeable about products, processes, and systems and apply them consistently
* Analyze customer feedback and operational trends, recommending improvements to enhance customer experience
* Manage resource utilization and operational costs in line with business expectations
* Motivate and guide teams to maintain high levels of customer service standards
* Collaborate with cross-functional teams to resolve operational issues and improve efficiency

Ideal Profile

* Bachelor s degree in a relevant discipline
* Minimum 5 years of experience in a team leader or managerial role within a contact centre
* Strong background in customer service, call centre operations, and performance management
* Skilled in workforce management systems (WFM, CMS) and MIS reporting
* Excellent communication and problem-solving skills, with fluency in English (Arabic is a plus)
* Strong ability to analyze information, resolve conflicts, and multi-task in high-pressure environments
* Customer-focused, quality-driven, and results-oriented professional