Customer Service Supervisor Contact Centre

First Abu Dhabi Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

Join the First Abu Dhabi Bank as a Customer Service Supervisor, overseeing a dynamic team within a 24/7 call centre environment. This role is tailored for UAE Nationals, focusing on enhancing customer experience through leadership, performance monitoring, and service quality management. You will conduct training, manage shift operations, and drive customer satisfaction initiatives in a fast-paced setting. With a competitive salary and growth opportunities, this is an ideal position for passionate service professionals.

Benefits

Competitive salary with benefits

Career growth pathways

Ongoing training and recognition programs

Qualifications

• Minimum of 3 years experience in a customer service or contact centre environment.
• Must hold a valid UAE National family book.
• Fluent in English and Arabic.

Responsibilities

• Supervise a team of CSR agents providing 24/7 support.
• Ensure compliance with SLAs and performance KPIs.
• Conduct quality assessments and coaching for service improvement.

Skills

Communication

Leadership

Customer Service

Problem Solving

Conflict Resolution

Time Management

Attention to Detail

Education

Bachelor's degree

Tools

CRM systems

Contact centre technology

Reporting tools

Job description

Customer Service Supervisor Contact Centre

Job Title
Customer Service Supervisor Contact Centre (UAE Nationals Only)
Job Description
Customer Service Supervisor Contact Centre (UAE Nationals Only)

Job Overview
Join First Abu Dhabi Bank (FAB), the UAE s largest financial institution, as a Customer Service Supervisor overseeing a team of CSR agents within a 24/7 call centre environment. This role is ideal for UAE Nationals with strong communication, leadership, and customer service skills who are passionate about managing customer experience operations, SLA adherence, and team development in a fast-paced setting.

Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Support / Client Care
Gender: Any
Candidate Nationality: UAE Nationals only
Candidate Current Location: Any
Job Type: Full-time

Job Overview
As a Customer Service Supervisor, you will be responsible for leading and coaching a dynamic team of call centre representatives, ensuring consistent delivery of high-quality service to FAB customers around the clock. You will oversee team productivity, conduct quality evaluations, coordinate shift operations, and drive improvements in customer satisfaction and performance metrics. This role plays a vital part in building a strong service culture and enhancing customer loyalty through exceptional support.

Key Responsibilities

* Supervise a team of CSR agents providing 24/7 support to bank customers across multiple channels
* Monitor service levels and ensure strict compliance with agreed SLAs and performance KPIs
* Conduct quality assessments of customer interactions and implement coaching for service improvement
* Prepare detailed performance reports at team and individual levels (daily, weekly, monthly)
* Manage shift rotations and ensure appropriate staffing for continuous service operations
* Act as the escalation point for complex complaints or unresolved customer queries
* Ensure compliance with internal controls, policies, and regulatory guidelines
* Organize and deliver ongoing product knowledge training and customer service coaching
* Promote team spirit, conduct monthly appraisals, and support agent development through motivation and recognition
* Track and enhance cross-selling and lead generation performance across the team
* Recommend process improvements and support implementation of customer experience enhancements
* Monitor attendance, punctuality, and adherence to schedules across all shifts
* Drive initiatives to improve Net Promoter Score (NPS) and customer satisfaction
* Ensure readiness for all audits and reporting requirements

Job Requirements

* Bachelor s degree from a recognized institution
* Minimum of 3 years experience in a customer service or contact centre environment
* Must hold a valid UAE National family book (this is a mandatory requirement)
* Fluent in both English and Arabic with excellent verbal and written communication skills
* Strong skills in problem-solving, conflict resolution, quality control, and time management
* High proficiency in CRM systems, contact centre technology, and reporting tools
* Ability to lead, coach, and inspire high-performing customer service teams
* Strong multitasking capability and attention to detail under pressure
* Deep understanding of banking products, customer interaction flows, and sales processes

What We Offer

* A leadership opportunity in one of the region s most reputable banks
* A supportive and inclusive work environment that values personal and professional development
* Competitive salary with benefits and career growth pathways
* Access to ongoing training, recognition programs, and internal career mobility
* A chance to play a key role in shaping exceptional customer experiences

Company Industry

• Banking
• Broking

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Customer Service Supervisor Contact Centre

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