AVP, Contact Centre Operations
First Abu Dhabi Bank (FAB) · Abu Dhabi
On-site · Abu DhabiFull TimeIntern, Entry Level, Mid LevelCustomer Service
No salary statedPosted 5 hours ago5h agoApply link checked 1 hour ago
Why we think you can apply
- Employer country
- United Arab Emirates · Abu Dhabi
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Abu Dhabi · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 5 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Manage day-to-day operations of the assigned contact centre site
- Supervise Team Managers to enhance customer service experience and satisfaction
- Provide on-the-job training and constructive feedback to the team
- Monitor financial performance against budgets and report variances
- Implement policies and procedures to ensure legislative and procedural compliance
- Identify opportunities for continuous improvement in systems and processes
- Prepare accurate sectional statements and reports for department requirements
- Ensure optimum workforce management to meet business SLAs
- Analyze and recommend ways to enhance customer experience
- Track agent and team performance, including cross-sell and up-sell incentives
- Optimize resource utilization and manage costs in line with business expectations
Requirements
- Graduate degree
- 5 years of experience in a Team Leader role within a Contact Centre
- Strong customer service and problem-solving skills
- Proficiency in documentation, listening, and conflict resolution
- Ability to analyze information and multitask effectively
Preferred Qualifications
- Excellent communication skills in English and Arabic
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions, offering a comprehensive range of personal and private banking services.
What we look for
- Graduate degree
- 5 years Team Leader experience in Contact Centre
- Customer service skills
- Problem solving
- Conflict resolution
Customer ServiceOperations
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First Abu Dhabi Bank (FAB)Abu Dhabi
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