Contact Centre Operations Supervisor – Al Ain, Abu Dhabi, UAE
Posted date [2025-08-20]
(ID: 37084)
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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.... |
Contact Centre Operations Supervisor – Al Ain, Abu Dhabi, UAE
Position Overview
Join First Abu Dhabi Bank (FAB), the UAE’s largest financial institution and one of the most secure banks globally. We are committed to delivering innovation, agility, and sustainable growth while creating value for employees, customers, and the wider community. We are currently seeking a highly motivated Contact Centre Operations Supervisor for our Al Ain site.
Employment Overview
Location: United Arab Emirates
Location: Al Ain, Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Call Center
Salary: AED 9000–11000 monthly (market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
Core Duties
* Oversee daily operations of the assigned contact centre site, ensuring seamless performance
* Supervise Team Managers and support them in managing agents, performance, and workflow
* Ensure customer service delivery aligns with SLAs and internal quality standards
* Develop team capabilities through training, guidance, and performance evaluations
* Drive compliance with operational procedures, risk controls, and customer experience goals
* Lead process improvement and cost-efficiency initiatives
* Utilize contact centre tools (CMS, WFM) for workforce planning and reporting
* Monitor call volumes, service levels, and cross-selling achievements
* Submit timely reports and analytics on performance, budgets, and operations
Candidate Requirements
* Bachelor’s degree in any discipline
* Minimum 5 years of contact centre experience in a Team Leader or supervisory role
* Strong command of contact centre operations, service metrics, and reporting tools
* Knowledge of call centre technologies and workforce management systems
* Strong leadership, analytical, and multi-tasking skills
* Proficiency in English (Arabic is a plus)
* Experience in banking customer service is preferred
Life at FAB
Working with FAB means being part of a purpose-driven, forward-thinking organization where your growth is our priority. You\'ll gain exposure to dynamic projects, receive leadership support, and help shape the future of banking in the region. If you’re ready to take the next step in your customer service career, apply today.
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and among the most secure institutions worldwide. FAB offers a wide range of banking services and innovative financial solutions to individuals and businesses. With a strong regional presence and commitment to excellence, FAB empowers people to grow stronger together.
Position Overview
Join First Abu Dhabi Bank (FAB), the UAE’s largest financial institution and one of the most secure banks globally. We are committed to delivering innovation, agility, and sustainable growth while creating value for employees, customers, and the wider community. We are currently seeking a highly motivated Contact Centre Operations Supervisor for our Al Ain site.
Employment Overview
Location: United Arab Emirates
Location: Al Ain, Abu Dhabi
Industry: Banking / Mortgage Professionals
Function: Call Center
Salary: AED 9000–11000 monthly (market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
Core Duties
* Oversee daily operations of the assigned contact centre site, ensuring seamless performance
* Supervise Team Managers and support them in managing agents, performance, and workflow
* Ensure customer service delivery aligns with SLAs and internal quality standards
* Develop team capabilities through training, guidance, and performance evaluations
* Drive compliance with operational procedures, risk controls, and customer experience goals
* Lead process improvement and cost-efficiency initiatives
* Utilize contact centre tools (CMS, WFM) for workforce planning and reporting
* Monitor call volumes, service levels, and cross-selling achievements
* Submit timely reports and analytics on performance, budgets, and operations
Candidate Requirements
* Bachelor’s degree in any discipline
* Minimum 5 years of contact centre experience in a Team Leader or supervisory role
* Strong command of contact centre operations, service metrics, and reporting tools
* Knowledge of call centre technologies and workforce management systems
* Strong leadership, analytical, and multi-tasking skills
* Proficiency in English (Arabic is a plus)
* Experience in banking customer service is preferred
Life at FAB
Working with FAB means being part of a purpose-driven, forward-thinking organization where your growth is our priority. You\'ll gain exposure to dynamic projects, receive leadership support, and help shape the future of banking in the region. If you’re ready to take the next step in your customer service career, apply today.
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and among the most secure institutions worldwide. FAB offers a wide range of banking services and innovative financial solutions to individuals and businesses. With a strong regional presence and commitment to excellence, FAB empowers people to grow stronger together.
