Contact Centre Operations Manager
First Abu Dhabi Bank
Employer Active
Posted 8 hrs ago
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Experience
5 - 10 Years
Job Location
Education
Any Graduation
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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
Desired Candidate 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
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Contact Centre Operations Manager
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First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE s largest bank and a global leader in financial services, delivering innovative, secure, and customer-focused solutions across consumer, corporate, and investment banking.