Contact Centre Operations Supervisor
First Abu Dhabi Bank
Posted on 5 Sep
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Employment Overview
Location: United Arab Emirates
Location: Al Ain, Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Call Center
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
Core Duties
* Oversee daily operations of the assigned contact centre site, ensuring seamless performance
* Supervise Team Managers and support them in managing agents, performance, and workflow
* Ensure customer service delivery aligns with SLAs and internal quality standards
* Develop team capabilities through training, guidance, and performance evaluations
* Drive compliance with operational procedures, risk controls, and customer experience goals
* Lead process improvement and cost-efficiency initiatives
* Utilize contact centre tools (CMS, WFM) for workforce planning and reporting
* Monitor call volumes, service levels, and cross-selling achievements
* Submit timely reports and analytics on performance, budgets, and operations
Candidate Requirements
* Bachelor s degree in any discipline
* Minimum 5 years of contact centre experience in a Team Leader or supervisory role
* Strong command of contact centre operations, service metrics, and reporting tools
* Knowledge of call centre technologies and workforce management systems
* Strong leadership, analytical, and multi-tasking skills
* Proficiency in English (Arabic is a plus)
* Experience in banking customer service is preferred
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Data Entry
- Operations
- Back Office Processing
Keywords
- Contact Centre Operations Supervisor
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First Abu Dhabi Bank
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