Senior Contact Center Operations Lead

FAB; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading bank in Abu Dhabi is looking for Units Supervision and Team Managers to oversee customer service operations. The role focuses on organizing team activities, providing on-the-job training, and ensuring compliance with bank policies and standards. Candidates should have strong team management skills and a commitment to delivering exceptional service. This position requires strategic thinking for continuous improvement and effective communication to address customer needs.

Qualifications

• Experience in managing teams in a customer service environment.
• Strong understanding of service quality metrics.
• Ability to provide effective training and feedback.

Responsibilities

• Organize and supervise team operations to ensure efficiency.
• Participate in continuous improvement initiatives.
• Prepare reports to meet quality standards.
• Manage Customer Care Unit service level targets.
• Ensure compliance with bank policies.

Skills

Team Management

Customer Service Excellence

Communication Skills

Problem Solving

Job description

A leading bank in Abu Dhabi is looking for Units Supervision and Team Managers to oversee customer service operations. The role focuses on organizing team activities, providing on-the-job training, and ensuring compliance with bank policies and standards. Candidates should have strong team management skills and a commitment to delivering exceptional service. This position requires strategic thinking for continuous improvement and effective communication to address customer needs.