Team Leader - Contact Center

First Abu Dhabi Bank FAB; Abu Dhabi; On-site; AED 30,000 - 70,000; Full time

Job summary

An established industry player in the banking sector is seeking a dedicated team leader to oversee a 24/7 customer support team. This role involves ensuring high standards of service, monitoring performance metrics, and fostering a culture of continuous improvement. You will be responsible for coaching and mentoring staff, driving sales initiatives, and maintaining compliance with organizational policies. If you have a passion for customer service and leadership, this opportunity offers a chance to make a significant impact in a dynamic environment.

Qualifications

• 3+ years in customer service or contact center roles.
• Must have a valid UAE National family book.

Responsibilities

• Supervise a 24/7 customer support team ensuring SLA adherence.
• Conduct coaching and training for team development.
• Monitor performance metrics and handle escalations.

Skills

Customer service

Product knowledge

Quality focus

Problem-solving

Documentation

Communication skills (English & Arabic)

Conflict resolution

Multitasking

Education

Minimum 3 years relevant experience in customer service/contact centre

Valid UAE National family book

Job description

Job Description

Responsible for handling a team of CSR's providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA, uphold standards of customer satisfaction, and focus on CSR productivity through customer service and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSR staff, mentor, and motivate. Continuously review work processes for improvement and ensure effective supervision.

Key Accountabilities

Team Supervision (for Team Leaders and Supervisors)

• Organize and supervise the assigned team to ensure efficient work aligned with procedures and policies.
• Provide on-the-job training and feedback to support team development.
• Promote organizational values and ethics within the team to foster a value-driven culture.

Budgeting and Financial Performance

• Monitor financial performance against budgets and report variances.
• Implement policies and procedures ensuring compliance and quality service.

Continuous Improvement

• Identify opportunities for system and process improvements considering global standards.

Reporting

• Prepare accurate and timely reports to meet departmental standards.

Specific Job Responsibilities

• Manage a team providing 24/7 customer support.
• Maintain service levels as per SLA.
• Report at various levels regularly.
• Conduct quality evaluations.
• Develop team through coaching, training, and counseling.
• Monitor performance metrics like occupancy, call duration, and SLA adherence.
• Supervise shifts and daily operations.
• Handle escalations and difficult customer situations.
• Ensure operational controls and compliance.
• Lead ongoing coaching, training, and motivational programs.
• Promote sales, cross-selling, and lead generation.
• Conduct monthly appraisals and recommend improvements.

Frameworks, Boundaries, & Decision-Making Authority

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

Candidate Profile

Qualifications

• Minimum 3 years relevant experience in customer service/contact centre.
• Valid UAE National family book (Mandatory).

Knowledge, Skills & Attributes

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

Industry & Department

Banking, Broking; Departments include Chefs, F&B, Front Desk.

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