Job Description

Contact Centre Operations Manager - First Abu Dhabi Bank - Abu Dhabi, UAE
Position Overview
This role is responsible for overseeing daily operations of the assigned FAB Contact Centre site. The position manages Team Managers and ensures strong customer experience delivery, operational efficiency, and compliance with FAB's service standards. The Contact Centre Operations Manager acts as a key support to the Operations Head, ensuring service KPIs, resource planning, and quality benchmarks are consistently met.
Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Management
Salary: 26000-30000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
Team Leadership & Workforce Management
Supervise and guide Team Managers to ensure smooth functioning of daily operations.
Provide coaching, on-the-job training, and continuous development for team members.
Ensure staff fully understand product knowledge, systems, processes, and contact centre procedures.
Promote a performance-driven, customer-focused culture aligned with FAB values.
Monitor attendance, productivity, and schedule adherence to meet SLAs.
Operational Oversight
Ensure efficient workflow management and real-time floor control to maintain service levels.
Oversee adherence to operational rules, policies, and escalations.
Implement risk-mitigation controls and ensure strict compliance with operational standards.
Optimise workforce allocation using WFM and CMS tools.
Support the Operations Head in managing daily operational needs and critical issues.
Customer Experience & Quality Management
Maintain high-quality service delivery across all queues and service lines.
Analyse call trends, service gaps, and customer feedback to improve service delivery.
Ensure Team Managers provide proper guidance on customer resolution and service standards.
Track NPS, customer satisfaction, RFT, AHT, and other performance metrics.
Promote cross-selling and up-selling activities and track sales performance across teams.
Reporting & Performance Analytics
Generate daily, weekly, and monthly MIS reports on team and agent performance.
Monitor contact centre KPIs such as call volume, service levels, abandonment rates, and productivity.
Track incentives, sales volumes, and performance benchmarks.
Prepare departmental reports in line with FAB's quality standards and timelines.
Use data analytics to provide insights and recommendations for operational improvements.
Financial & Process Management
Monitor budget performance against approved targets and report variances.
Support cost optimisation through resource utilisation, process improvement, and reduced wastage.
Ensure all policies, procedures, and regulatory requirements are embedded in daily operations.
Participate in process improvement, automation initiatives, and productivity enhancements.
Cross-Functional Coordination
Collaborate with platform teams, IT, HR, and other banking departments to streamline operational issues.
Resolve challenges arising across teams and provide escalation support.
Ensure contact centre capabilities align with business requirements and customer needs.
Ideal Profile
Graduate degree in business, management, or related field.
Minimum 5 years' experience in a Contact Centre Team Leader or Supervisory role.
Strong knowledge of customer service operations, quality management, and banking services.
Proficient in contact centre tools such as CMS, WFM, call routing systems, and reporting dashboards.
Excellent communication skills; Arabic is optional but an advantage.
Strong analytical ability, problem-solving skills, and multitasking capability.
High emotional intelligence, conflict management, and leadership qualities.
Ability to work under pressure in a dynamic, service-critical environment.
Skills Set
Team leadership
Customer service excellence
Performance monitoring
Workforce management
Conflict resolution
Data analysis and reporting
Cross-functional coordination
Process optimisation
Why Join Us
FAB offers a progressive work environment, large-scale operational exposure, and strong career advancement pathways. In this role, you will lead one of the most customer-impacting units in the bank, shaping experiences at scale and contributing directly to service excellence goals.
About the Company
FAB is the UAE's largest bank and one of the world's most secure financial institutions. Known for innovation, agility, and strong governance, FAB provides a collaborative environment where talent can grow and build long-term, impactful careers.
Job Title Contact Centre Operations Manager - First Abu Dhabi Bank - Abu Dhabi, UAE
Contact Centre Operations Manager - First Abu Dhabi Bank - Abu Dhabi, UAE
Position Overview
This role is responsible for overseeing daily operations of the assigned FAB Contact Centre site. The position manages Team Managers and ensures strong customer experience delivery, operational efficiency, and compliance with FAB's service standards. The Contact Centre Operations Manager acts as a key support to the Operations Head, ensuring service KPIs, resource planning, and quality benchmarks are consistently met.
Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Management
Salary: 26000-30000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
Team Leadership & Workforce Management
Supervise and guide Team Managers to ensure smooth functioning of daily operations.
Provide coaching, on-the-job training, and continuous development for team members.
Ensure staff fully understand product knowledge, systems, processes, and contact centre procedures.
Promote a performance-driven, customer-focused culture aligned with FAB values.
Monitor attendance, productivity, and schedule adherence to meet SLAs.
Operational Oversight
Ensure efficient workflow management and real-time floor control to maintain service levels.
Oversee adherence to operational rules, policies, and escalations.
Implement risk-mitigation controls and ensure strict compliance with operational standards.
Optimise workforce allocation using WFM and CMS tools.
Support the Operations Head in managing daily operational needs and critical issues.
Customer Experience & Quality Management
Maintain high-quality service delivery across all queues and service lines.
Analyse call trends, service gaps, and customer feedback to improve service delivery.
Ensure Team Managers provide proper guidance on customer resolution and service standards.
Track NPS, customer satisfaction, RFT, AHT, and other performance metrics.
Promote cross-selling and up-selling activities and track sales performance across teams.
Reporting & Performance Analytics
Generate daily, weekly, and monthly MIS reports on team and agent performance.
Monitor contact centre KPIs such as call volume, service levels, abandonment rates, and productivity.
Track incentives, sales volumes, and performance benchmarks.
Prepare departmental reports in line with FAB's quality standards and timelines.
Use data analytics to provide insights and recommendations for operational improvements.
Financial & Process Management
Monitor budget performance against approved targets and report variances.
Support cost optimisation through resource utilisation, process improvement, and reduced wastage.
Ensure all policies, procedures, and regulatory requirements are embedded in daily operations.
Participate in process improvement, automation initiatives, and productivity enhancements.
Cross-Functional Coordination
Collaborate with platform teams, IT, HR, and other banking departments to streamline operational issues.
Resolve challenges arising across teams and provide escalation support.
Ensure contact centre capabilities align with business requirements and customer needs.
Ideal Profile
Graduate degree in business, management, or related field.
Minimum 5 years' experience in a Contact Centre Team Leader or Supervisory role.
Strong knowledge of customer service operations, quality management, and banking services.
Proficient in contact centre tools such as CMS, WFM, call routing systems, and reporting dashboards.
Excellent communication skills; Arabic is optional but an advantage.
Strong analytical ability, problem-solving skills, and multitasking capability.
High emotional intelligence, conflict management, and leadership qualities.
Ability to work under pressure in a dynamic, service-critical environment.
Skills Set
Team leadership
Customer service excellence
Performance monitoring
Workforce management
Conflict resolution
Data analysis and reporting
Cross-functional coordination
Process optimisation
Why Join Us
FAB offers a progressive work environment, large-scale operational exposure, and strong career advancement pathways. In this role, you will lead one of the most customer-impacting units in the bank, shaping experiences at scale and contributing directly to service excellence goals.
About the Company
FAB is the UAE's largest bank and one of the world's most secure financial institutions. Known for innovation, agility, and strong governance, FAB provides a collaborative environment where talent can grow and build long-term, impactful careers.
Post Details
Job Start Date
Salary from 26000.00
Salary to 30000.00
Number of Vacancies 1
Location -
Location City Abu Dhabi
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

Skills Required