Manager, Contact Centre Operations

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in Dubai is seeking a Team Leader for their customer service department. The role involves supervising a team of customer service representatives, ensuring performance targets are met, and maintaining high standards of service. Responsibilities include training staff, monitoring performance metrics, and reporting on team activities. Candidates should possess strong leadership, customer service, and conflict resolution skills. This position offers an opportunity to work in a dynamic environment with career growth potential.

Qualifications

• Strong team leadership skills to supervise and coach a team.
• Excellent customer service skills to effectively handle complaints.
• Experience in performance management and reporting.

Responsibilities

• Organise and supervise the work of the assigned team.
• Monitor financial performance against budgets.
• Ensure compliance with policies and procedures.
• Participate in continuous improvement efforts.
• Prepare timely reports to meet standards.

Skills

Team leadership

Customer service

Coaching and mentoring

Performance monitoring

Conflict resolution

Job description

Team Supervision (only for Team leaders and supervisors)

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value‑drive culture within the bank.
• Provide guidance and on‑the‑job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
• Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value‑drive culture within the bank.

Budgeting and Financial Performance

• Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures

• Provide inputs and implement policies, systems and procedures for the assigned team so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost‑effective service.

Continuous Improvement

• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

• Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.

Specific Job Accountability

• Handle a team of CSR’s providing 24/7 customer support to the Bank customers.
• Maintain service level as per SLA.
• Report at individual/team/site level on a daily, weekly and monthly basis.
• Conduct quality call evaluations for the centre.
• Enthusiastically manage the development of the team by ensuring that they receive adequate counselling, coaching and training, and encourage personal development.
• Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap‑up time and SLA.
• Supervise both the morning and evening shifts on rotation shifts.
• Supervise processes and instructions handled by agents on a day‑to‑day basis.
• Handle difficult complaints or customers during an escalation by an agent.
• Ensure operational controls are always maintained, and the department complies with internal policies and regulations.
• Supervise the 24‑hour, 365‑day a year shift operation of the call centre.
• Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on a continuous basis.
• Conduct training programs and link with post‑evaluation program.
• Encourage team spirit.
• Promote staff motivational programs in the form of rewards and recognition.
• Ensure all agents are on their shifts on time.
• Monitor sales performance and lead generation per staff.
• Promote cross‑selling and sales achievements by target per agent.
• Conduct monthly appraisal for the team members.
• Recommend and advise actions, feedback to improve customer experience and NPS of the contact centre service.
• Recommend training needs and additional quality controls relevant to the role.
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorised to take decisions as per the approved authorization matrix.