AVP, Contact Centre Operations

Job Overview

First Abu Dhabi Bank (FAB) is seeking an experienced AVP, Contact Centre Operations to oversee and optimize the performance of its contact center in Abu Dhabi, United Arab Emirates. The ideal candidate will ensure smooth operations, adherence to standards, and excellent customer service.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the UAE, offering a wide range of financial services and products. Committed to excellence and customer satisfaction, FAB provides a dynamic and rewarding work environment for its employees.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: Executive Level

Key Responsibilities

• Organise and supervise the work of the assigned team to ensure efficiency.
• Provide on-the-job training and constructive feedback to support team development.
• Promote the organisation’s values and ethics in all activities.
• Monitor the financial performance of the contact center against budgets.
• Implement policies and procedures to meet legislative requirements.
• Identify opportunities for continuous improvement and cost reduction.

Requirements

• Knowledge of Products, Processes and Systems.
• Understanding of the rules and procedures of the Centre.
• Experience in monitoring and guiding Managers.
• Skills in work force management to meet business SLAs.
• Ability to analyse and provide recommendations to enhance customer experience.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a collaborative and supportive team environment.
• Gain valuable experience in a leading financial institution.
• Be part of a dynamic and rewarding work culture.
• Access to comprehensive employee benefits.
• Engage in continuous improvement initiatives.