AVP- Contact Centre Operations - (Emiratized Role)

First Abu Dhabi Bank; Al Ain; On-site; AED 180,000 - 240,000; Full time

Job summary

First Abu Dhabi Bank is seeking a dynamic Team Leader to manage daily operations at the contact centre site in Abu Dhabi. You will supervise Team Managers, ensure adherence to procedures, and drive customer service excellence while supporting the Operations Head in day-to-day needs.

The role involves organizing and guiding staff, providing on-the-job training, reporting performance, and promoting FAB values. Strong English communication is essential; Arabic knowledge is optional.

Qualifications

• Graduate with a minimum of 5 years in a Team Leader role in Contact Centre.
• Strong English and Arabic language skills preferred.
• Excellent communication and leadership capabilities.

Responsibilities

• Oversee daily operations of the contact centre site and supervise Team Managers.
• Provide on-the-job training and feedback to team members.
• Ensure adherence to policies, processes, and procedures to deliver quality service.
• Monitor KPIs and MIS, report variances, and drive continuous improvement.
• Manage workforce to meet SLAs and optimize resource utilization.
• Lead by example to uphold FAB values and governance standards.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Market Knowledge

Documentation Skills

Listening

Phone Skills

Resolving Conflict

Analyzing Information

Multi-tasking

Education

Graduate

Job description

The role is responsible for managing the day to day operations of assigned contact centre site. Supervising Team Managers to enhance customer service experience and satisfaction by ensuring efficient contact centre operations. The role is required to support the Operations Head in day-to-day operational needs.

Team Supervision (only for Team leaders and supervisors)
Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner which is consistent with operating procedures and policy.
Provide on-the-job training and constructive feedback to assigned team to support their overall development.
Promote the organisations values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.
or
Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
Promote the organisations values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.
Budgeting and Financial Performance
Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
Policies Systems Processes & Procedures
Provide inputs and implement policies systems and procedure for the assigned team so that all relevant procedural/legislative requirements fulfilled while delivering a quality cost-effective service.
Continuous Improvement
Participate in the identification of opportunities for continuous improvement and sustainability of systems processes and practices considering global standards productivity improvement and cost reduction.
Reporting
Prepare sectional statements and reports timely and accurately to meet FAB and department requirements policies and quality standards.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Ensuring team Managers and staff are knowledgeable of the Products Processes and Systems
• Ensure all staff are knowledgeable of the rules and procedures of the Centre and that these are enforced consistently and fairly among all staff
• Ensure centre is running smoothly. Monitor/ guide Managers in their day-to-day activities and team management
• Ensure processes and controls to mitigate risk in the Contact Centre by ensuring adherence to the laid out standards
• Ensuring optimum work force management to meet agreed business SLAs
• Analysing and providing recommendations to the platform & business on ways and means of enhancing customer experience
• Displaying knowledge and understanding of the performance measurement process and monitoring indicators of Contact Centre Operations MIS
• Contributing to the MIS on Contact Centre indicators call volume trends and analytics to help take decisions
• Tracking agent and team performance. Tracking and sharing daily monthly reports. Maintain all relevant reports agent and team wise
• Tracking agent and team incentives earned for cross-sell and up sell of all product types. Tracking and sharing daily monthly sales volume reports. Maintain all relevant reports agent and team wise
• Ensuring optimum utilization of available tools such as CMS WFM system for data extraction analyse and presentation
• Providing assistance to resolve problems pertaining to issues within own function and cross functional teams
• Optimizing resource utilization and manage costs in line with business expectations
• Guiding and motivating the team to continuously perform and meet customer service standards
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
• Authorised to take decisions as per the approved authorization matrix

Qualifications :

• Minimum Qualifications: Graduate
• Minimum Experience: 5 years in a Team Leader role in Contact Centre
• Knowledge Skills and Attributes: Customer Service Product Knowledge Quality Focus Problem Solving Market Knowledge Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multi-tasking
• Excellent communication skill in English & Arabic (Optional)

Remote Work :

No

Employment Type :

Full-time