Specialist- Contact Centre Technology

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Specialist in Contact Centre Technology to lead projects and manage direct banking channels. This role involves designing new processes within the CRM and IVR channels, providing efficient solutions to increase productivity and improve customer satisfaction.

Company Overview

FAB, the UAE's largest bank, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth and seeks top talent to help reach its goals.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 2+ years

Key Responsibilities

• Lead project handling for the Contact Center, including raising IT requirements.
• Design new processes and features within the CRM and IVR channels.
• Provide solutions to increase Productivity and First Call Resolution.
• Manage day-to-day operations of direct banking channels activities.
• Serve as the first line of support for Avaya and telecom-related issues.
• Supervise work assigned to the team and ensure efficient execution.

Requirements

• Minimum Bachelor’s degree with commercial and technical qualifications.
• 2 years’ experience within the customer service industry.
• General Banking experience with sound operational understanding.
• Understanding of Contact Centre technology such as IVR and web.
• Familiarity with MS Office, advanced Excel, and strong analytical skills.

Benefits

• Opportunities for professional development and career growth within FAB.
• Be part of a top company in a dynamic industry.
• Contribute to a leading financial institution in the UAE.
• Work in a collaborative and innovative environment.
• Gain experience in cutting-edge contact center technologies.