Team Leader, Contact Centre

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Team Leader for the Contact Centre in Abu Dhabi. You will be responsible for leading a team of CSRs providing 24/7 customer support, monitoring adherence to SLA, and ensuring high standards of customer satisfaction.

Company Overview

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 3 years

Key Responsibilities

• Organise and supervise the work of the assigned team to ensure efficiency.
• Provide on-the-job training and constructive feedback to the team.
• Monitor the financial performance of the team against budgets.
• Handle difficult complaints or customers during escalation.
• Supervise the 24/7 shift operation of the call centre.
• Recommend actions to improve customer experience and NPS.

Requirements

• Bachelor’s degree.
• 3 years relevant experience in customer service / Contact Centre.
• Excellent communication skill in English & Arabic.
• Knowledge of customer service, products, and problem-solving.
• Strong problem-solving and analytical skills.
• Ability to multi-task and manage time effectively.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a dynamic and supportive team environment.
• Gain valuable experience in a leading financial institution.
• Competitive compensation and benefits package.
• Exposure to the latest banking technologies and practices.
• Contribute to enhancing customer experience and satisfaction.