Contact Centre Operations Manager

First Abu Dhabi Bank

Employer Active

Posted 9 hrs ago

Experience

5 - 7 Years

Job Location

United Arab Emirates - United Arab Emirates

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Job Details

Location: United Arab Emirates

Location: Al Ain, Abu Dhabi

Industry: Banking / Mortgage Professionals

Function: Customer Support / Client Care

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

Desired Candidate Profile

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

Company Industry

  • Banking
  • Financial Services
  • Broking

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Contact Centre Operations Manager

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

First Abu Dhabi Bank

About the Company

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.

https://careersingulf.com/job/banking/contact-centre-operations-manager-al-ain-abu-dhabi-uae/37529?offset=1260&show_emp=0