Contact Centre Manager - Operations

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

Contact Centre Manager – Operations

Location: Abu Dhabi, United Arab Emirates

Industry: Banking

Job Type: Full‑time

Relevant experience required in contact centre operations.

Job Snapshot

• Role: Contact Centre Manager – Operations
• Location: Abu Dhabi, United Arab Emirates
• Industry: Banking
• Function: Call Centre
• Experience: Relevant contact centre operations experience
• Job Type: Full‑time Position

Overview

The role focuses on managing contact centre teams, improving service performance, monitoring operational MIS, workforce planning and enhancing customer experience in a regulated banking environment.

Job Details

• Country: United Arab Emirates
• City: Abu Dhabi
• Industry: Banking
• Function: Call Centre
• Salary: 22,000 – 34,000 (estimated)
• Gender: Any
• Nationality: Any
• Job Type: Full‑time

Role Context

The manager supervises assigned teams to ensure daily activities are completed efficiently and consistently, in line with operating procedures and bank policy.

Responsibilities include team development through coaching, performance monitoring and feedback, supporting service level agreements, risk controls, workforce optimisation and customer experience improvements.

Key Responsibilities

• Organise and supervise the work of assigned contact centre teams to ensure efficient completion.
• Provide on‑the‑job training, coaching, knowledge sharing and constructive feedback.
• Promote the bank's values, ethics and service culture.
• Monitor financial performance against approved budgets and report variances.
• Provide input into policies, systems, processes and procedures.
• Ensure procedural, operational and governance requirements are followed with quality and cost‑effectiveness.
• Identify continuous improvement opportunities for systems, processes, productivity, customer experience and cost control.
• Prepare sectional reports, statements and operational updates accurately within required timelines.
• Ensure staff knowledge of products, processes, systems, contact centre rules and operating procedures.
• Guide managers in daily team management and contact centre activities.
• Apply rules and procedures consistently and fairly across all staff.
• Maintain smooth operations by overseeing service performance, productivity and quality.
• Implement processes and controls to reduce operational risk.
• Manage workforce planning to achieve agreed service level agreements.
• Analyse customer service performance and recommend improvements.
• Monitor performance measurement indicators, MIS, call volumes, trends and analytics.
• Contribute to MIS reporting on contact centre indicators to support decisions.
• Track agent and team performance through daily and monthly reporting.
• Maintain relevant reports for agents and teams.
• Track and share sales volume reports by agent and team.
• Ensure effective use of tools such as CMS and workforce management systems.
• Support resolution of issues within the contact centre function and cross‑functional teams.
• Optimise resource utilisation and manage costs in line with business expectations.
• Guide, motivate and support teams to meet customer service standards consistently.
• Comply with group policies, governance frameworks and authorisation matrix.

Ideal Profile

• Bachelor's degree in Business Administration, Banking, Management, Customer Service or related discipline.
• Relevant experience in contact centre operations, call centre management, customer service leadership or banking service operations.
• Strong understanding of performance management, SLAs, workforce planning and operational reporting.
• Experience leading managers, supervisors, agents or customer service teams in a structured environment.
• Knowledge of banking products, procedures, operational controls and contact centre systems.
• Hands‑on experience with CMS, workforce management systems, MIS reporting, call volume analysis and dashboards.
• Ability to analyse trends and recommend practical improvements for experience, productivity and quality.
• Strong leadership skills with coaching, motivating, guiding and developing team members.
• Understanding of cross‑sell and upsell tracking, incentive reporting and sales volume performance.
• Strong communication and stakeholder coordination skills with platform teams, business units and cross‑functional departments.
• Ability to manage costs, optimise resources and work within budgets and governance frameworks.
• Service‑focused, data‑driven, organised, comfortable managing operational pressure in a fast‑paced environment.

Skills Set

Contact centre operations, call centre management, customer service leadership, workforce management, SLA monitoring, MIS, call volume analysis, performance reporting, agent and team tracking, CMS, WFM systems, customer experience improvement, operational controls, risk mitigation, process improvement, governance, coaching, training, staff development, budget monitoring, resource optimisation, cross‑sell tracking, upsell tracking, incentive reporting, sales volume reporting, issue resolution, stakeholder coordination, banking customer service, policy compliance.