Customer Service Team Leader

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

Job summary

A leading bank in the Middle East is seeking a skilled Customer Service Team Leader for its contact center operations in Abu Dhabi. The successful candidate will manage a team of customer service representatives, ensuring exceptional delivery and compliance with service-level agreements. Key responsibilities include performance monitoring, training, and driving customer satisfaction. Candidates should have a Bachelor's degree and relevant supervisory experience.

Qualifications

• Minimum 3 years of experience in customer service or contact center operations with supervisory exposure.
• Strong knowledge of customer service protocols and banking products.
• Excellent communication skills in English and Arabic.

Responsibilities

• Supervise a team providing 24/7 banking support.
• Ensure adherence to SLAs and monitor performance metrics.
• Conduct coaching and training sessions for CSRs.

Skills

Communication

Conflict Resolution

Team Engagement

Multitasking

Customer Service Protocols

Education

Bachelor's degree in a relevant field

Job description

Job Title
Customer Service Team Leader - Contact Centre Operations
Job Description
Customer Service Team Leader - Contact Centre Operations

Job Overview
First Abu Dhabi Bank (FAB), the #1 bank in the Middle East, is seeking a skilled Customer Service Team Leader to manage a 24/7 call center team in Abu Dhabi, UAE. This role focuses on leading customer service representatives, ensuring SLA compliance, driving performance and quality, and promoting cross-selling initiatives. Candidates should possess a strong background in customer service operations and team supervision.

Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Service
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time

Job Overview
As a Customer Service Team Leader, you will oversee the daily operations of a high-performing contact center team, ensuring the delivery of exceptional customer support while meeting service-level targets. You will be responsible for performance monitoring, team training, call quality assurance, and developing strategies to improve customer satisfaction and agent productivity.

Key Responsibilities

* Supervise a team of customer service representatives working in rotating shifts to provide 24/7 banking support
* Ensure adherence to service-level agreements (SLA) and monitor individual/team performance metrics such as call duration, occupancy rate, and wrap-up time
* Conduct coaching, training, and motivation sessions to support CSR development and product knowledge
* Evaluate call quality and provide feedback to agents to enhance service delivery
* Manage escalated calls and customer complaints, providing timely resolutions
* Lead performance reviews and monthly appraisals, identifying training needs and improvement areas
* Promote a culture of cross-selling, target-based achievements, and customer-centric service
* Prepare regular reports on team and site-level performance and contribute to strategic improvements
* Maintain compliance with internal controls, operational policies, and regulatory standards
* Encourage team spirit, implement staff recognition programs, and ensure shift punctuality
* Participate in continuous improvement initiatives for cost-effectiveness and process optimization

Job Requirements

* Bachelor s degree in a relevant field
* Minimum 3 years of experience in customer service or contact center operations, with supervisory exposure
* Strong knowledge of customer service protocols, contact center systems, and banking products
* Excellent communication skills in English and Arabic
* Proven ability to handle conflict resolution, multitask in a fast-paced environment, and drive team engagement
* Sound documentation, analysis, and reporting abilities

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