Banking Contact Centre Operations Leader

First Abu Dhabi Bank; Al Ruways Industrial City; On-site; AED 245,520 - 379,440; Full time

Job summary

First Abu Dhabi Bank is seeking a Contact Centre Manager – Operations in Abu Dhabi. The role focuses on managing contact centre teams, improving service performance, and enhancing customer experiences in banking.

The ideal candidate should have experience in contact centre operations and a strong understanding of performance management, SLAs, and budgeting. A bachelor's degree in a relevant discipline is required.

The position offers an estimated salary range of 22,000 – 34,000 AED monthly.

Qualifications

• Relevant experience in contact centre operations or banking service operations.
• Experience leading customer service teams in a structured environment.
• Strong understanding of performance management and SLAs.

Responsibilities

• Manage contact centre teams to ensure efficient operation.
• Provide training, coaching, and support to staff.
• Monitor service performance and operational metrics.

Skills

Contact centre operations

Call centre management

Customer service leadership

Workforce management

Performance reporting

Risk mitigation

Education

Bachelor's degree in Business Administration, Banking, Management, or related discipline

Tools

CMS

Workforce management systems

MIS reporting

Job description

First Abu Dhabi Bank is seeking a Contact Centre Manager – Operations in Abu Dhabi. The role focuses on managing contact centre teams, improving service performance, and enhancing customer experiences in banking.

The ideal candidate should have experience in contact centre operations and a strong understanding of performance management, SLAs, and budgeting. A bachelor's degree in a relevant discipline is required.

The position offers an estimated salary range of 22,000 – 34,000 AED monthly.