Contact Centre Operations Manager

First Abu Dhabi Bank

Key Responsibilities

• Supervise and guide Team Managers to ensure smooth functioning of daily operations.
• Provide coaching, on-the-job training, and continuous development for team members.
• Ensure staff fully understand product knowledge, systems, processes, and contact centre procedures.
• Promote a performance-driven, customer-focused culture aligned with FAB values.
• Monitor attendance, productivity, and schedule adherence to meet SLAs.

Operational Oversight

• Ensure efficient workflow management and real-time floor control to maintain service levels.
• Oversee adherence to operational rules, policies, and escalations.
• Implement risk-mitigation controls and ensure strict compliance with operational standards.
• Optimise workforce allocation using WFM and CMS tools.
• Support the Operations Head in managing daily operational needs and critical issues.

Customer Experience & Quality Management

• Maintain high-quality service delivery across all queues and service lines.
• Analyse call trends, service gaps, and customer feedback to improve service delivery.
• Ensure Team Managers provide proper guidance on customer resolution and service standards.
• Track NPS, customer satisfaction, RFT, AHT, and other performance metrics.
• Promote cross-selling and up-selling activities and track sales performance across teams.

Reporting & Performance Analytics

• Generate daily, weekly, and monthly MIS reports on team and agent performance.
• Monitor contact centre KPIs such as call volume, service levels, abandonment rates, and productivity.
• Track incentives, sales volumes, and performance benchmarks.
• Prepare departmental reports in line with FAB s quality standards and timelines.
• Use data analytics to provide insights and recommendations for operational improvements.

Financial & Process Management

• Monitor budget performance against approved targets and report variances.
• Support cost optimisation through resource utilisation, process improvement, and reduced wastage.
• Ensure all policies, procedures, and regulatory requirements are embedded in daily operations.
• Participate in process improvement, automation initiatives, and productivity enhancements.

Cross-Functional Coordination

• Collaborate with platform teams, IT, HR, and other banking departments to streamline operational issues.
• Resolve challenges arising across teams and provide escalation support.
• Ensure contact centre capabilities align with business requirements and customer needs.