Customer Service Team Leader – Contact Centre Operations
Job title: Customer Service Team Leader – Contact Centre Operations
Company: First Abu Dhabi Bank
Job description: Customer Service Team Leader – Contact Centre OperationsJob Overview
First Abu Dhabi Bank (FAB) is hiring a Customer Service Team Leader to manage a 24/7 contact center team in the UAE. This leadership role involves supervising CSRs, ensuring adherence to SLAs, coaching team members, improving customer satisfaction metrics, and driving cross-selling performance.Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Management
Salary: 8000-10000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-timeJob Overview
As a Customer Service Team Leader at FAB, you will be responsible for managing and mentoring a team of contact center agents while ensuring service excellence. Your focus will be on performance monitoring, customer satisfaction, operational efficiency, and contributing to business growth through upselling and lead generation.Key Responsibilities
- Lead a team of CSRs providing 24/7 customer support
- Monitor performance, SLA adherence, and call center KPIs
- Deliver coaching, mentoring, and training to develop the team
- Handle escalated complaints and complex customer interactions
- Evaluate quality of calls and ensure customer satisfaction standards
- Conduct regular performance reviews and appraisals
- Plan and implement sales targets and service objectives
- Coordinate rotational shifts and ensure proper shift coverage
- Drive team motivation and reward initiatives
- Ensure operational compliance with FAB policies and regulations
- Submit detailed team reports on daily, weekly, and monthly basis
Job Requirements
- Bachelor’s degree is mandatory
- Minimum 3 years of experience in contact center or customer service management
- Excellent verbal and written communication skills in English and Arabic
- Strong leadership and team-building abilities
- Proven knowledge of banking products and contact center operations
- Analytical mindset with ability to drive productivity and performance
- Proficiency in multi-tasking, reporting, and CRM systems
What We Offer
- Opportunity to lead a team at the UAE’s top financial institution
- Training and support for continued career development
- Competitive salary and attractive incentive structure
- Inclusive and collaborative workplace culture
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the most respected financial institutions in the region. With a global presence and local expertise, FAB offers dynamic career paths and is committed to delivering excellence through innovation, inclusion, and world-class customer service.Job Title Customer Service Team Leader – Contact Centre Operations
Job Description Customer Service Team Leader – Contact Centre OperationsJob Overview
First Abu Dhabi Bank (FAB) is hiring a Customer Service Team Leader to manage a 24/7 contact center team in the UAE. This leadership role involves supervising CSRs, ensuring adherence to SLAs, coaching team members, improving customer satisfaction metrics, and driving cross-selling performance.Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Management
Salary: 8000-10000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-timeJob Overview
As a Customer Service Team Leader at FAB, you will be responsible for managing and mentoring a team of contact center agents while ensuring service excellence. Your focus will be on performance monitoring, customer satisfaction, operational efficiency, and contributing to business growth through upselling and lead generation.Key Responsibilities
- Lead a team of CSRs providing 24/7 customer support
- Monitor performance, SLA adherence, and call center KPIs
- Deliver coaching, mentoring, and training to develop the team
- Handle escalated complaints and complex customer interactions
- Evaluate quality of calls and ensure customer satisfaction standards
- Conduct regular performance reviews and appraisals
- Plan and implement sales targets and service objectives
- Coordinate rotational shifts and ensure proper shift coverage
- Drive team motivation and reward initiatives
- Ensure operational compliance with FAB policies and regulations
- Submit detailed team reports on daily, weekly, and monthly basis
Job Requirements
- Bachelor’s degree is mandatory
- Minimum 3 years of experience in contact center or customer service management
- Excellent verbal and written communication skills in English and Arabic
- Strong leadership and team-building abilities
- Proven knowledge of banking products and contact center operations
- Analytical mindset with ability to drive productivity and performance
- Proficiency in multi-tasking, reporting, and CRM systems
What We Offer
- Opportunity to lead a team at the UAE’s top financial institution
- Training and support for continued career development
- Competitive salary and attractive incentive structure
- Inclusive and collaborative workplace culture
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the most respected financial institutions in the region. With a global presence and local expertise, FAB offers dynamic career paths and is committed to delivering excellence through innovation, inclusion, and world-class customer service.
Post DetailsJob Start Date 1970-01-01
Salary from 8000.00
Salary to 10000.00
Number of Vacancies 1
Location –Location City Abu DhabiDesired Candidate’s Profile
Gender No Preference
Nationality
Candidate Current Location
Expected salary: 8000 – 10000 per month
Location: Abu Dhabi
Job date: Mon, 09 Jun 2025 22:37:12 GMT
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