AVP, Contact Centre Operations

Remote DXB; Abu Dhabi; On-site; AED 90,000 - 120,000; Full time

Job summary

FAB in Abu Dhabi seeks an experienced Team Leader to manage day-to-day contact centre operations and supervise managers to elevate customer service levels.

The role requires a Graduate degree and 5 years in a contact centre leadership capacity, with strong communication, training, and cost-management skills. Fluency in English and Arabic is preferred for effective stakeholder engagement.

Qualifications

• Graduate degree required.
• 5 years of experience in a Team Leader role within a Contact Centre.
• Strong customer service and problem-solving skills.
• Proficiency in documentation, listening, and conflict resolution.
• Ability to analyze information and multitask effectively.

Responsibilities

• Manage day-to-day operations of the assigned contact centre site.
• Supervise Team Managers to enhance customer service experience and satisfaction.
• Provide on-the-job training and constructive feedback to the team.
• Monitor financial performance against budgets and report variances.
• Implement policies and procedures to ensure legislative and procedural compliance.
• Identify opportunities for continuous improvement in systems and processes.
• Prepare accurate sectional statements and reports for department requirements.
• Ensure optimum workforce management to meet business SLAs.
• Analyze and recommend ways to enhance customer experience.
• Track agent and team performance, including cross-sell and up-sell incentives.
• Optimize resource utilization and manage costs in line with business expectations.

Skills

Customer service

Problem solving

Documentation

Listening

Conflict resolution

Analytical thinking

Multitasking

English

Arabic (preferred)

Education

Graduate degree

Job description

Responsibilities

• Manage day-to-day operations of the assigned contact centre site
• Supervise Team Managers to enhance customer service experience and satisfaction
• Provide on-the-job training and constructive feedback to the team
• Monitor financial performance against budgets and report variances
• Implement policies and procedures to ensure legislative and procedural compliance
• Identify opportunities for continuous improvement in systems and processes
• Prepare accurate sectional statements and reports for department requirements
• Ensure optimum workforce management to meet business SLAs
• Analyze and recommend ways to enhance customer experience
• Track agent and team performance, including cross-sell and up-sell incentives
• Optimize resource utilization and manage costs in line with business expectations

Requirements

• Graduate degree
• 5 years of experience in a Team Leader role within a Contact Centre
• Strong customer service and problem-solving skills
• Proficiency in documentation, listening, and conflict resolution
• Ability to analyze information and multitask effectively

Preferred Qualifications

• Excellent communication skills in English and Arabic

About the Company

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions, offering a comprehensive range of personal and private banking services.