Contact Centre Manager - Operations
Posted date [2026-05-27]
(ID: 45703)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Job Description and Requirements
Contact Centre Manager - OperationsJob Snapshot
* Role: Contact Centre Manager - Operations
* Location: Abu Dhabi, United Arab Emirates
* Industry: Banking
* Function: Call Center
* Experience: Relevant contact centre operations experience
* Job Type: Full-time
Position Overview
Contact Centre Manager - Operations in Abu Dhabi, United Arab Emirates is a Banking customer service leadership role focused on managing contact centre teams, improving service performance, monitoring operational MIS, optimizing workforce planning, and enhancing customer experience. This opportunity is suitable for an experienced contact centre professional who can lead managers and staff, maintain service standards, track performance indicators, and support efficient customer service delivery within a regulated banking environment.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Call Center
Salary: 22000-34000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Contact Centre Manager - Operations will supervise assigned teams to ensure daily activities are completed efficiently, consistently, and in line with operating procedures and bank policy. The role supports team development through coaching, guidance, on-the-job training, performance monitoring, and constructive feedback.
This position is responsible for ensuring the contact centre runs smoothly, service level agreements are achieved, risk controls are followed, workforce resources are optimized, and customer experience improvements are identified through data, trends, and operational insights. The successful candidate will work closely with contact centre managers, agents, business stakeholders, platform teams, and cross-functional departments to maintain service quality and operational discipline.
Key Responsibilities
* Organise and supervise the work of assigned contact centre teams to ensure activities are completed efficiently and according to policy.
* Provide on-the-job training, coaching, knowledge sharing, and constructive feedback to managers, staff, and junior colleagues.
* Promote the bank’s values, ethics, and service culture across all team activities.
* Monitor financial performance of assigned activities against approved budgets and report variances to management.
* Provide input into policies, systems, processes, and procedures for the assigned team.
* Ensure procedural, operational, and governance requirements are followed while delivering a quality and cost-effective service.
* Participate in identifying continuous improvement opportunities across systems, processes, productivity, customer experience, and cost control.
* Prepare sectional reports, statements, and operational updates accurately and within required timelines.
* Ensure team managers and staff are knowledgeable about products, processes, systems, contact centre rules, and operating procedures.
* Monitor and guide managers in daily team management and contact centre activities.
* Ensure rules and procedures of the centre are applied consistently and fairly across all staff.
* Maintain smooth contact centre operations by overseeing service performance, team productivity, and customer support quality.
* Ensure processes and controls are in place to reduce operational risk and support adherence to approved standards.
* Manage workforce planning to ensure optimum staffing levels and achievement of agreed business service level agreements.
* Analyse customer service performance and provide recommendations to platform and business teams for improving customer experience.
* Monitor performance measurement indicators, Contact Centre Operations MIS, call volumes, trends, and analytics.
* Contribute to MIS reporting on contact centre indicators to support management decisions.
* Track agent and team performance through daily and monthly reporting.
* Maintain relevant reports for agents and teams, including service performance, productivity, and operational activity.
* Track agent and team incentives linked to cross-sell and upsell activity across product types.
* Track and share daily and monthly sales volume reports by agent and team.
* Ensure effective use of available tools such as CMS and workforce management systems for data extraction, analysis, and presentation.
* Provide support in resolving issues within the contact centre function and across cross-functional teams.
* Optimize resource utilization and manage costs in line with business expectations.
* Guide, motivate, and support teams to consistently meet customer service standards.
* Work within group policies, organizational governance frameworks, and approved authorization matrix requirements.
Ideal Profile
* Bachelor’s degree in Business Administration, Banking, Management, Customer Service, or a related discipline.
* Relevant experience in contact centre operations, call centre management, customer service leadership, or banking service operations.
* Strong understanding of contact centre performance management, service level agreements, workforce planning, and operational reporting.
* Experience leading team managers, supervisors, agents, or customer service teams in a structured service environment.
* Good knowledge of banking products, customer service processes, operational controls, and contact centre systems.
* Hands-on experience with CMS, workforce management systems, MIS reporting, call volume analysis, and performance dashboards.
* Ability to analyse trends and recommend practical improvements for customer experience, productivity, and service quality.
* Strong leadership skills with the ability to coach, motivate, guide, and develop team members.
* Good understanding of cross-sell and upsell tracking, incentive reporting, and sales volume performance in a service environment.
* Strong communication and stakeholder coordination skills for working with platform teams, business units, and cross-functional departments.
* Able to manage costs, optimize resources, and work within approved budgets and governance frameworks.
* Service-focused, data-driven, organized, and comfortable managing operational pressure in a fast-paced banking environment.
Skills Set
* Contact centre operations
* Call centre management
* Customer service leadership
* Workforce management
* Service level agreement monitoring
* Contact centre MIS
* Call volume analysis
* Performance reporting
* Agent performance tracking
* Team performance tracking
* CMS tools
* WFM systems
* Customer experience improvement
* Operational controls
* Risk mitigation
* Process improvement
* Contact centre governance
* Team coaching
* On-the-job training
* Staff development
* Budget monitoring
* Resource optimization
* Cross-sell tracking
* Upsell tracking
* Incentive reporting
* Sales volume reporting
* Issue resolution
* Stakeholder coordination
* Banking customer service
* Policy and procedure compliance
Why Join Us
This role offers strong exposure to contact centre operations within a leading Banking institution in Abu Dhabi. It provides the opportunity to lead service teams, improve customer experience, strengthen operational controls, and use performance data to support better decision-making across customer service channels.
The position is ideal for a contact centre leader who wants to build deeper expertise in banking service operations, workforce optimization, customer experience management, and performance-driven team leadership.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s leading financial institutions, offering a wide range of Banking services across corporate, investment, retail, private banking, and global markets. FAB supports customers through strong governance, advanced service channels, reliable contact centre operations, and customer-focused banking solutions across the UAE and wider region.
