Team Leader - Contact Center - Al Ain

First Abu Dhabi Bank; Al Ain; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Team Leader to oversee a dynamic customer service team. In this role, you will ensure high-quality support is provided around the clock, while also focusing on team development through training and motivational coaching. You will be responsible for monitoring performance metrics and driving sales initiatives. This is an exciting opportunity for someone passionate about customer service and team leadership, looking to make a significant impact in a fast-paced environment. Join a forward-thinking organization that values growth, quality, and excellence in service delivery.

Qualifications

• Minimum 3 years of relevant experience in customer service or contact center.
• Valid UAE National family book is required.

Responsibilities

• Supervise a team of CSRs providing 24/7 customer support.
• Monitor adherence to SLA standards and ensure customer satisfaction.
• Provide training and coaching to team members.

Skills

Customer service

Problem-solving

Conflict resolution

Excellent communication in English & Arabic

Multitasking

Education

Bachelor's degree

Job description

JOB PURPOSE:

Responsible for handling a team of CSRs providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA standards and ensure customer satisfaction by focusing on productivity, customer service, and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSRs, mentor staff, and offer coaching and motivational support. Continuously review work processes for improvement and ensure effective supervision.

KEY ACCOUNTABILITIES:

Team Supervision (only for Team Leaders and Supervisors)

• Organize and supervise the work of the assigned team to ensure efficiency and compliance with operating procedures and policies.
• Provide on-the-job training and constructive feedback to support team development.
• Promote the organization’s values and ethics to foster a value-driven culture within the bank.

Budgeting and Financial Performance

• Monitor financial performance versus budgets and report variances to management.

Policies, Systems, Processes & Procedures

• Implement policies and procedures for the team to ensure compliance and quality service.
• Participate in continuous improvement initiatives to enhance systems, processes, and practices.

Reporting

• Prepare timely and accurate reports to meet department standards.

Specific Job Accountability

• Handle a team of CSRs providing 24/7 support, maintaining SLA standards.
• Report on performance metrics and conduct quality evaluations.
• Manage team development through coaching, training, and motivational activities.
• Supervise shifts, handle escalations, and ensure operational controls are maintained.
• Promote sales, cross-selling, and lead generation; conduct appraisals and recommend training needs.

Frameworks, Boundaries & Decision-Making Authority:

Operate within group policies and governance frameworks. Make decisions as per the authorized matrix.

Qualifications:

• Bachelor’s degree (minimum)

Experience:

• At least 3 years relevant experience in customer service/contact center.
• Must hold a valid UAE National family book.

Knowledge, Skills & Attributes:

Customer service, product knowledge, quality focus, problem-solving, market knowledge, documentation, listening, phone skills, conflict resolution, analytical skills, multitasking, excellent communication in English & Arabic.

Remote Work:

No

Employment Type:

Full-time