Job Description

Contact Centre Operations Manager - Al Ain, Abu Dhabi, UAE
Position Overview
First Abu Dhabi Bank (FAB) is seeking a Contact Centre Operations Manager to oversee day-to-day operations of the assigned contact centre site in Al Ain. The role involves supervising team managers, ensuring smooth service delivery, monitoring performance, and driving customer satisfaction through efficient contact centre operations and workforce management.
Job Details
Location: United Arab Emirates
Location: Al Ain, Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Customer Support / Client Care
Salary: 22000-28000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
What You'll Do

• Supervise team managers and staff to ensure contact centre operations run smoothly and efficiently
• Provide training, guidance, and constructive feedback to staff to support performance and development
• Monitor compliance with FAB policies, processes, and contact centre procedures to mitigate risks
• Ensure workforce management is optimized to meet agreed service levels (SLAs)
• Track and report on agent and team performance, including service KPIs, cross-sell, and up-sell volumes
• Prepare MIS reports, call volume analytics, and performance trends to support decision-making
• Ensure staff are knowledgeable about products, processes, and systems and apply them consistently
• Analyze customer feedback and operational trends, recommending improvements to enhance customer experience
• Manage resource utilization and operational costs in line with business expectations
• Motivate and guide teams to maintain high levels of customer service standards
• Collaborate with cross-functional teams to resolve operational issues and improve efficiency

Ideal Profile

• Bachelor's degree in a relevant discipline
• Minimum 5 years of experience in a team leader or managerial role within a contact centre
• Strong background in customer service, call centre operations, and performance management
• Skilled in workforce management systems (WFM, CMS) and MIS reporting
• Excellent communication and problem-solving skills, with fluency in English (Arabic is a plus)
• Strong ability to analyze information, resolve conflicts, and multi-task in high-pressure environments
• Customer-focused, quality-driven, and results-oriented professional

Why Join Us

• Lead operations at one of FAB's key customer contact centres in Al Ain
• Opportunity to play a strategic role in enhancing customer experience and service delivery
• Competitive salary and tax-free benefits package with career growth opportunities
• Work in a dynamic environment with access to the latest contact centre technologies and practices
• Be part of the UAE's largest and most trusted financial institution

About the Company
First Abu Dhabi Bank (FAB) is the UAE's largest bank and a global leader in financial services, delivering innovative, secure, and customer-focused solutions across consumer, corporate, and investment banking.
Job Title Contact Centre Operations Manager - Al Ain, Abu Dhabi, UAE
Contact Centre Operations Manager - Al Ain, Abu Dhabi, UAE
Position Overview
First Abu Dhabi Bank (FAB) is seeking a Contact Centre Operations Manager to oversee day-to-day operations of the assigned contact centre site in Al Ain. The role involves supervising team managers, ensuring smooth service delivery, monitoring performance, and driving customer satisfaction through efficient contact centre operations and workforce management.
Job Details
Location: United Arab Emirates
Location: Al Ain, Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Customer Support / Client Care
Salary: 22000-28000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
What You'll Do

• Supervise team managers and staff to ensure contact centre operations run smoothly and efficiently
• Provide training, guidance, and constructive feedback to staff to support performance and development
• Monitor compliance with FAB policies, processes, and contact centre procedures to mitigate risks
• Ensure workforce management is optimized to meet agreed service levels (SLAs)
• Track and report on agent and team performance, including service KPIs, cross-sell, and up-sell volumes
• Prepare MIS reports, call volume analytics, and performance trends to support decision-making
• Ensure staff are knowledgeable about products, processes, and systems and apply them consistently
• Analyze customer feedback and operational trends, recommending improvements to enhance customer experience
• Manage resource utilization and operational costs in line with business expectations
• Motivate and guide teams to maintain high levels of customer service standards
• Collaborate with cross-functional teams to resolve operational issues and improve efficiency

Ideal Profile

• Bachelor's degree in a relevant discipline
• Minimum 5 years of experience in a team leader or managerial role within a contact centre
• Strong background in customer service, call centre operations, and performance management
• Skilled in workforce management systems (WFM, CMS) and MIS reporting
• Excellent communication and problem-solving skills, with fluency in English (Arabic is a plus)
• Strong ability to analyze information, resolve conflicts, and multi-task in high-pressure environments
• Customer-focused, quality-driven, and results-oriented professional

Why Join Us

• Lead operations at one of FAB's key customer contact centres in Al Ain
• Opportunity to play a strategic role in enhancing customer experience and service delivery
• Competitive salary and tax-free benefits package with career growth opportunities
• Work in a dynamic environment with access to the latest contact centre technologies and practices
• Be part of the UAE's largest and most trusted financial institution

About the Company
First Abu Dhabi Bank (FAB) is the UAE's largest bank and a global leader in financial services, delivering innovative, secure, and customer-focused solutions across consumer, corporate, and investment banking.
Post Details
Job Start Date
Salary from 22000.00
Salary to 28000.00
Number of Vacancies 1
Location -
Location City Sharjah
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required