Contact Centre Operations Manager
Posted date [2026-04-27]
(ID: 44549)
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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 Snapshot
Role: Contact Centre Operations Manager
Location: Abu Dhabi, United Arab Emirates
Industry: Banking
Function: Customer Support
Experience: 5+ years
Job Type: Full-time
Position Overview
Contact Centre Operations Manager in Abu Dhabi, United Arab Emirates is a strong hiring opportunity within the Banking industry for professionals specializing in customer support, operations management, and service excellence. This role supports First Abu Dhabi Bank by ensuring smooth contact centre operations, workforce optimization, service quality, and team performance while improving customer experience and operational efficiency across banking services.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Customer Support
Salary: 18000-28000
ONLY if salary is NOT provided: 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
This role is responsible for leading contact centre performance, strengthening service standards, and ensuring teams consistently deliver high-quality customer experiences. The selected professional will manage workforce planning, operational controls, performance reporting, and staff development while maintaining compliance with banking procedures and service-level expectations.
Key Responsibilities
* Organize and supervise daily work activities across the assigned contact centre operations team
* Ensure managers and staff maintain strong knowledge of banking products, internal systems, and service processes
* Monitor daily operations and guide team managers in staff supervision and service delivery excellence
* Enforce centre policies, procedures, and operational controls consistently across all teams
* Ensure adherence to service standards, internal controls, and risk mitigation processes within the contact centre
* Manage workforce planning to maintain agreed service level agreements and business performance targets
* Analyze customer service trends and recommend improvements to enhance customer experience and operational efficiency
* Monitor contact centre MIS indicators, call volume trends, and analytics to support business decisions
* Track agent and team performance, productivity, incentives, and sales results with accurate daily and monthly reporting
* Optimize use of tools including CMS and workforce management systems for reporting and operational analysis
* Support cost control and efficient resource utilization in line with approved budgets and management expectations
* Provide coaching, motivation, and on-the-job guidance to improve team performance and service quality
Ideal Profile
* Bachelor’s degree in Business Administration, Banking, Management, or a related discipline
* Minimum 5 years of experience in contact centre operations, banking operations, or customer service leadership
* Strong experience managing teams, workforce planning, and service performance within financial services
* Good understanding of call centre MIS, reporting systems, and operational performance metrics
* Strong leadership, coaching, and problem-solving skills
* Excellent communication and stakeholder management abilities
* Ability to work under pressure while maintaining service quality and operational compliance
Skills Set
* Contact centre operations
* Customer Support
* Workforce management
* Service level management
* Performance reporting and MIS
* Banking operations
* Team leadership and coaching
* Risk and compliance monitoring
* CMS and WFM systems
* Customer experience improvement
Why Join Us
* Join one of the UAE’s leading and most trusted banking institutions
* Lead customer service excellence across high-volume banking operations
* Work in a professional environment focused on operational quality and innovation
* Competitive salary package with strong career progression opportunities
* Collaborate with experienced banking leaders across multiple service functions
* Build a long-term career with a bank known for stability, growth, and leadership excellence
About the Company
First Abu Dhabi Bank is the UAE’s largest bank and one of the world’s leading financial institutions, providing a wide range of corporate, retail, investment, and private banking services. Headquartered in Abu Dhabi, FAB combines strong regional expertise with global reach, delivering innovative financial solutions and exceptional customer experiences across the Middle East and international markets.
