Contact Centre Operations Manager

First Abu Dhabi Bank

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