Manager, Contact Centre Operations
First Abu Dhabi Bank is seeking a Contact Centre Operations Manager to lead 24/7 customer support teams in Dubai. The role involves supervising shift operations, ensuring compliance with service level agreements, and conducting quality evaluations. The manager will be responsible for team coaching, performance appraisals, and identifying process improvement opportunities. This position requires strong leadership in a banking environment, focusing on operational efficiency and customer satisfaction.
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Experience
Experience not specified
Function
Operations
Work mode
Onsite, United Arab Emirates
Company
Tier 2
What you will work on
First Abu Dhabi Bank is seeking a Contact Centre Operations Manager to lead 24/7 customer support teams in Dubai. The role involves supervising shift operations, ensuring compliance with service level agreements, and conducting quality evaluations. The manager will be responsible for team coaching, performance appraisals, and identifying process improvement opportunities. This position requires strong leadership in a banking environment, focusing on operational efficiency and customer satisfaction.
TAL's take
Solid role within a major regional financial institution, clearly defined operational responsibilities.
The JD provides very clear and specific accountabilities for a contact centre management role.
Must haves
- Experience supervising 24/7 call centre operations
- Proven track record in team leadership and staff development
- Ability to monitor and maintain service level agreements (SLA)
- Experience in quality assurance and call evaluation
- Knowledge of operational controls and regulatory compliance
About the company
Major regional bank with significant scale and operations in the Middle East.
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